General Manager, Reservations And Customer Care Operations

Inclusively is partnering with one of the top airlines in the world to hire a General Manager, Reservations and Customer Care Operations.

ABOUT INCLUSIVELY:

Inclusively is a digital tech platform that connects candidates with disabilities, who may benefit from workplace accommodations, to inclusive employers. This includes all disabilities under the ADA, including mental health conditions (e.g. anxiety, depression, PTSD), chronic illnesses (e.g. diabetes, Long COVID), and neurodivergence (e.g. autism, ADHD). Applicants with one or more of these conditions are encouraged to apply; Inclusively does not require applicants to disclose their specific disability.

The General Manager, Operations - Reservations and Customer Care is responsible for the daily operations management of the division including real-time operational management to maximize performance and achieve target customer performance metrics. This role is responsible for operational processes and initiatives that support the achievement of customer service goals.

Overview & key responsibilities:

• Maintains and improves engagement center operations by monitoring system performance, managing system and process improvements, and quality assurance programs
• Manages day-to-day, hour-by-hour performance through leading dedicated 24/7 operations teams centrally and in engagement centers, in tandem with Engagement Center leadership
• Creates a positive and motivating work environment. Leads through demonstration of our core values as outlined in Rules of the Road
• Identifies opportunities and executes projects to improve operations, customer service, employee satisfaction, and financial performance
• Practices safety-conscious behaviors and ensure all policies and procedures support the safety of employees, customers and equipment
• Uses operational levers to balance contact demand and resource capacity and meet wait time thresholds through close-in planning and real-time management of our workforce in a complex, multi-channel environment.

What you need to succeed (minimum qualifications)

• Demonstrates that privacy is a priority when handling personal data
• Must be a creative business leader and have strong organizational skills with a record of sound business acumen
• Strong analytical, data analysis, reporting and leadership skills; ability to develop effective relationships with all levels
• Demonstrated management and development skills, ability to manage large projects, and maintain multiple priorities simultaneously
• Consistently makes safety and security, of self and others, the priority
• Proven collaborator, with the ability to work across divisional and operational teams. Well-versed in crisis management.
• Candidates for this position should have at minimum a Bachelor's degree in Business or related field and 3-5 years of experience in contact center operations
• 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.
• Embraces a diverse set of people, thinking and styles
• Systems thinker, experienced in process design and execution

What will give you a competitive edge (preferred qualifications)

• Airline experience