Engagement Center Manager, Tpa

United States, Florida, Tampa
Reservations & Cust. Care
16-Mar-2023
Ref #: 20025
How you'll help us Keep Climbing (overview & key responsibilities)
The Engagement Center Manager (ECM) is responsible for providing high quality customer service through leading and motivating a team of ~4 Customer Experience Managers (CEM) and their frontline teams (200-250 employees). The successful candidate must be approachable, flexible and visible with an ability to coach and build high performing teams. This position will report to the Engagement Center Director (ECD).
Unlock Potential:

• Teach prioritization techniques
• Create an environment that is inclusive of diverse thoughts and perspectives from all levels of employees
• Lead CEMs to engage with employees in an inclusive manner
• Work with CEMs to develop and complete Individual Development action plans
• Mentor CEMs to develop competencies and capabilities
• Provide CEMs with tools and techniques to intensify performance
• Ensure frontline employee perspectives are included in developing local incentives

Go Beyond:

• Drive performance collaterals for division
• Work across the division to align goals, objectives, and expectations with divisional goals
• Demonstrate the value of contingency planning and thinking ahead
• Responsible for stewarding the Continuous Improvement (CI) program and driving efficiencies
• Set the example of safety leadership in team meetings, town halls and other gatherings
• Responsible for recognizing and celebrating team objectives for the assigned LOBs
• Coach CEMs on demonstrating ethics, consistency, and integrity in the organization
• Responsible for performance metrics in assigned Lines of Businesses (LOBs)

Connect:

• Responsible for developing communication strategy of initiatives and messages that impact assigned LOBs
• Highlight how local achievements impact the entire operation, division and company
• Create an environment focused on customer-centric metrics
• Demonstrate the way we treat employees with respect and empathy
• Create opportunities and environments for CEMs to authentically engage across all levels of the organization
• Ensure all leaders and employees in assigned LOB understand corporate initiatives and messages
• Lead recognition of LOB and or team accomplishments within the center
• Responsible for leading content and communications in team meetings

Chart the Course:

• Responsible for ensuring a representative and inclusive selection criterion for assigning specialists to corporate events, listening tours, focus groups and divisional sponsored events
• Develops both strategic and tactical plans that create a safety-conscious environment resulting in employee safety and wellbeing
• Responsible for finances and expenses within the span of control to include, but not limited to, recognition events and employee participation in company sponsored activities
• Prioritize KPIs for leaders and align resources to achieve assigned goals
• Consistently communicate how local decisions and actions need to be aligned with what is best for DL
• Responsible for sharing best practices and initiatives that benefit the entire division and Delta

What You Need To Succeed (minimum Qualifications)

• Time management and organizational skills are required
• Critical leadership traits include: being results oriented, ability to manage a large workload, flexible, quality decision making skills, ability to manage change and ambiguity, customer focus skills (external and internal) as well as having business maturity
• Proven skills should include leadership, leadership development, business and financial acumen, excellent decision making, high energy, composure, approachability, visible leadership and the skill to build high performing teams through inclusion, consensus, and creativity
• Candidates for this position should have at minimum a Bachelor's degree in Business Administration or related fields or equivalent work experience in a high volume engagement center or operational environment
• Demonstrates that privacy is a priority when handling personal data
• Travel required on a minimal basis
• Must be performing satisfactorily in present position
• Comprehensive knowledge of Company Policies is critical
• Must be approachable with excellent people skills
• Demonstrated strong customer focus and understanding of Delta's product and service expectations
• Consistently makes safety and security, of self and others, the priority
• Where permitted by applicable law, must have received or be willing to receive the COVID-19 vaccine by date of hire to be considered for U.S.-based job, if not currently employed by Delta Air Lines, Inc.
• The successful candidate should have clearly demonstrated an ability to take a broadened breadth and depth of responsibility
• Embraces a diverse set of people, thinking and styles
• Excellent written and oral communication skills
• Previous position with management and frontline direct reports required

What Will Give You a Competitive Edge (preferred Qualifications)

• Knowledge of engagement center performance metrics is preferred