Manager, Global Reservations Jobs

Location: Miami Intl Apt (MIA-TRML)
Additional Locations: None
Requisition ID: 67275
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 training, motivating, and developing a team of supervisors/team leaders to lead call center sales agents and customer service representatives (including specialty desk representatives). Leads the call center to achieve the business objectives of the Company.

What You'll Do

• Works closely with Human Resources to ensure understanding and proper application of policies and procedures
• Partners with Training, Marketing, and Operations to roll out new products, systems, automation enhancements, sales techniques, brands, destinations, etc
• Ability to work nights, weekends, and/or holidays as well as extended hours
• Acts as the liaison for the call center with other departments
• Trains, coaches, and mentors team members to achieve individual and corporate goals; develops a high-performance culture, supporting specific, key performance measures
• Participates in recruiting, selection, and orienting new employees to the Reservations team
• Ability to travel
• Manages staff assignments; monitors and evaluates performance
• Develops successful incentive strategies for front-line employees
• Ensures quality delivery of customer service by overseeing the monitoring process, as well as providing employee development
• Communicates business strategies; provides clear direction and expectations to assist in meeting all business strategies
• Provides outstanding customer service to internal and external customers
• Partners with Operations to meet key operational objectives

All you'll need for success
Minimum Qualifications- Education & Prior Job Experience

• 4 years customer service/sales experience
• 4 years demonstrated experience effectively managing and motivating a team
• Bachelor's degree or equivalent experience

Preferred Qualifications- Education & Prior Job Experience

• Airline, call center, or travel agency background

Skills, Licenses & Certifications

• Excellent organization skills
• Strong presentation skills
• Knowledge of Microsoft Office to include Word, Excel, Outlook, etc.
• Ability to manage management, non-management and contract labor work groups
• Demonstrated ability to positively manage in an ever-changing work environment
• Ability to understand and communicate job-related policies and procedures to employee
• Ability to be innovative and analytical thinking abilities

What You'll 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 6,800 daily flights across our global network.
• 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.
• 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.
• 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.

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.
Additional Locations: None
Requisition ID: 67275