Customer Care Manager, Global Reservations DFW & PHX

Intro

Are you ready to explore a world of possibilities both at work and during your time off Join our American Airlines family and youll travel the world grow your expertise and become the best version of you. As you embark on a new journey youll 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 youll love this job

• This job is a member of the Global Reservations Team within the Global Contact Centers and Service Recovery 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 youll do

• Inspires coached and develops employees to excel in achieving key contact center performance goals including but not limited to net promoter score call quality and productivity
• Resolves customer service and operational problems
• Evaluates individual and team performance through quality control measurements including call observations complaints compliments and customer experience feedback
• Analyzes individual and team performance data from various sources to identify training needs and development opportunities
• Performs regular evaluations and annual performance reviews to provide appropriate constructive feedback to ensure standards are met
• Facilitates employee development by coaching techniques and performance plans to improve overall operational efficiency
• Develops and mentors team members for growth within the organization
• Provides guidance counseling training coaching and administer corrective action
• Conducts formal annual goal-setting and customer service representative development plans
• Provides recommendations and implements methods to increase revenue reduce cost and improve customer service
• Provides timely feedback related to customer service sales or specialty issues
• Partners with leaders throughout the organization and Customer Planning to develop effective communication channels
• Works closely with internal departments such as Training Marketing and Operations to roll out new initiatives programs products systems automation enhancements sales techniques brand destinations etc
• Works closely with Human Resources/Employee Relations to ensure understanding and proper application of policies procedures and the collective bargaining agreement
• Ensures enforcement of all company policies and guidelines including attendance adherence
• Establishes and maintains a positive work environment that encourages and rewards excellence while fostering team-spirit through engagement
• Develops and utilizes recognition programs to reward team members for outstanding performance
• Participates 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 coverage
• Ability to travel

All youll need for success

Minimum Qualifications- Education & Prior Job Experience

• High school diploma or GED equivalency
• 2 years leadership experience
• Project management skills

Preferred Qualifications- Education & Prior Job Experience

• Bachelors degree or equivalent experience/training
• Knowledge of contact center or airport operational experience
• Proficiency in all Reservations operating and performance reporting systems

Skills Licenses & Certifications

• Ability to lead train develop and motivate a team in a fast-paced ever-changing environment
• Ability to manage multiple tasks and effectively handle shifting priorities
• Ability to analyze and interpret complex documents
• Ability to resolve difficult personnel and administrative issues
• Creative thinking and problem-solving skills
• Strong presentation skills
• Knowledge of Microsoft Office to include Word Excel Outlook etc
  

Language/Communication Skills

• Ability to effectively communicate both verbally and in writing with all levels within the organization
• Physical ability necessary to safely and successfully perform the essential functions of the position with or without any legally required reasonable accommodations that do not pose an undue hardship. Note: If the Company has reason to question an employees physical ability to safely and/or successfully perform the positions essential job functions the HR team generally will engage in an interactive process to determine whether a reasonable accommodation is appropriate. HR (working with the operation) ordinarily first speaks with the team member directly and they mutually identify the physical demands of the job that are or may be impacted by the employees obvious or known condition. Then if necessary HR would request medical documentation from the team members treating physician or others to confirm the employees ability to perform those essential job functions safely and successfully.

What youll get

Feel free to take advantage of all that American Airlines has to offer:

• Travel Perks: Ready to explore the world You your family and your friends can reach 365 destinations on more than 6800 daily flights across our global network.
• Health Benefits: On day one youll have access to your health dental prescription and vision benefits to help you stay well. And thats just the start we also offer virtual doctor visits flexible spending accounts and more.
• Wellness Programs: We want you to be the best version of yourself thats why our wellness programs provide you with all the right tools resources and support you need.
• 401(k) Program: Available upon hire and depending on the workgroup employer contributions to your 401(k) program are available after one year.
• Additional Benefits: Other great benefits include our Employee Assistance Program pet insurance and discounts on hotels cars cruises and more

Feel free to be yourself at American

From the team members we hire to the customers we serve inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20 Employee Business Resource Groups are focused on connecting our team members to our customers suppliers communities and shareholders helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.

Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on lifes journey Feel free to be yourself at American.