Overview

Intro Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you'll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you'll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board! Why you'll love this job This job is a member of the Global Reservations Team within the Customer Experience Division.Responsible for the management of a team of customer service representatives in a contact center environment dedicated to assisting customers in a manner that maximizes revenue and delivers outstanding service. What you'll do Inspires, coached and develops employees to excel in achieving key contact center performance goals, including customer satisfaction, call quality and productivityResolves customer service and operational problemsEvaluates individual and team performance through quality control measurements including call observations, complaints, compliments and customer experience feedbackAnalyzes individual and team performance data from various sources to identify training needs and development opportunitiesPerforms regular evaluations and annual performance reviews to provide appropriate, constructive feedback to ensure standards are metFacilitates employee development by coaching techniques and performance plans to improve overall operational efficiencyDevelops and mentors team members for growth within the organizationProvides guidance, counseling, training, coaching and administer corrective actionConducts formal annual goal-setting and customer service representative development plansProvides recommendations and implements methods to increase revenue, reduce cost and improve customer serviceProvides timely feedback related to customer service, sales or specialty issuesPartners with leaders throughout the organization and Customer Planning to develop effective communication channelsWorks closely with internal departments such as Training, Marketing, and Operations to roll out new initiatives, programs, products, systems, automation enhancements, sales techniques, brand, destinations, etcWorks closely with Human Resources/Employee Relations to ensure understanding and proper application of policies, procedures and the collective bargaining agreementEnsures enforcement of all company policies and guidelines, including attendance adherenceEstablishes and maintains a positive work environment that encourages and rewards excellence while fostering team-spirit through engagementDevelops and utilizes recognition programs to reward team members for outstanding performanceParticipates in recruiting, selecting, and orientation of new employees to the team Ability to work varied hours, including nights, weekends and holidays, as well as provide Supervisor on Duty coverageAbility to travel All you'll need for success Minimum Qualifications- Education & Prior Job Experience High school diploma or GED equivalency2 years leadership experienceProject management skills Preferred Qualifications- Education & Prior Job Experience Bachelors degree or equivalent experience/trainingKnowledge of contact center or airport operational experienceProficiency in all Reservations operating and performance reporting systems Skills, Licenses & CertificationsAbility to lead, train, develop, and motivate a team in a fast-paced, ever-changing environmentAbility to manage multiple tasks and effectively handle shifting prioritiesAbility to analyze and interpret complex documentsAbility to resolve difficult personnel and administrative issuesCreative thinking and problem-solving skillsStrong presentation skillsKnowledge of Microsoft Office to include Word, Excel, Outlook, etc What you'll get Feel free to take advantage of all that American Airlines has to offer: Travel Perks: Ready to explo