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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 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 you'll 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 you'll 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 employee’s physical ability to safely and/or successfully perform the position’s 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 employee’s obvious or known condition. Then, if necessary, HR would request medical documentation from the team member’s treating physician or others to confirm the employee’s ability to perform those essential job functions safely and successfully._

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.

+ 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.

+ 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 life’s journey? Feel free to be yourself at American.

EQUAL EMPLOYMENT OPPORTUNITY/ AFFIRMATIVE ACTION POLICY

American Airlines maintains a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity and access for all persons, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or status as a disabled veteran or other protected veteran, in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations. This policy of nondiscrimination shall include, but not be limited to, the following employment decisions and practices: hiring; upgrading; promotions; demotions or transfers; layoffs; recalls; terminations; rates of pay or other forms of compensation; selection for training, including apprenticeship; and recruitment or recruitment advertising.