Job Description
Customer Care Manager, Global Reservations
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.
Benefits and Offers
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
Your main responsibilities in this role include the following:
Duties and Responsibilities
Inspires, coached and develops employees to excel in achieving key contact center performance goals, including customer satisfaction, 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
Job Requirements
High school diploma or GED equivalency
2 years leadership experience
Project management skills
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
Bachelors degree or equivalent experience/training
Knowledge of contact center or airport operational experience
Proficiency in all Reservations operating and performance reporting systems
