Customer Care Manager, Global Reservations

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

• Evaluates individual and team performance through quality control measurements including call observations, complaints, compliments and customer experience feedback
• Ability to work varied hours, including nights, weekends and holidays, as well as provide Supervisor on Duty coverage
• Develops and mentors team members for growth within the organization
• Resolves customer service and operational problems
• Develops and utilizes recognition programs to reward team members for outstanding performance
• Facilitates employee development by coaching techniques and performance plans to improve overall operational efficiency
• Analyzes individual and team performance data from various sources to identify training needs and development opportunities
• Establishes and maintains a positive work environment that encourages and rewards excellence while fostering team-spirit through engagement
• 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
• Participates in recruiting, selecting, and orientation of new employees to the team
• Works closely with Human Resources/Employee Relations to ensure understanding and proper application of policies, procedures and the collective bargaining agreement
• Provides recommendations and implements methods to increase revenue, reduce cost and improve customer service
• Conducts formal annual goal-setting and customer service representative development plans
• Ability to travel
• Performs regular evaluations and annual performance reviews to provide appropriate, constructive feedback to ensure standards are met
• Inspires, coached and develops employees to excel in achieving key contact center performance goals, including customer satisfaction, call quality and productivity
• Partners with leaders throughout the organization and Customer Planning to develop effective communication channels
• Ensures enforcement of all company policies and guidelines, including attendance adherence
• Provides guidance, counseling, training, coaching and administer corrective action
• Provides timely feedback related to customer service, sales or specialty issues

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

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

Preferred Qualifications- Education & Prior Job Experience

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

Skills, Licenses & Certifications

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

What you'll get

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

• Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all the right tools, resources and support you need.
• Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
• 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
• Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts 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 life’s journey? Feel free to be yourself at American.