1-3 years of experience
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Employment Type:
Full time
Job Category:
Customer Service
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Customer Care Manager
American Airlines | Phoenix, Arizona
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Job Description

Additional Locations: None
Job Level: 2-3

Job Description

Directly 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.

  • Inspire, coach and develop employees to excel in achieving key contact center performance goals, including customer satisfaction, call quality and productivity
  • Resolve customer service and operational problems. Evaluate individual and team performance through quality control measurements including call observations, complaints, compliments and customer experience feedback
  • Provide hands-on leadership in achieving business objectives, ensuring maximum performance and adherence to service standards
  • Holds self and others accountable for results. Support key performance measures by setting and communicating goals to create a high performance culture, which exceeds performance measurements in productivity enhancements and cost control
  • Demonstrate good judgment in selecting the proper mode of communication (verbal and/or written) to effectively communicate business decisions
  • Follow through to ensure understanding and acceptance of information shared. Analyze individual and team performance data from various sources to identify training needs and development opportunities
  • Perform regular evaluations and annual performance reviews to provide appropriate, constructive feedback to ensure quality standards are met
  • Facilitate employee development by utilizing creative coaching techniques and performance plans to improve overall operational efficiency
  • Develop and mentor team members for growth within the organization. Provide guidance, counseling, training, coaching and administer corrective action
  • Conduct formal annual goal-setting and customer service representative development plans. Act as an active member of the Reservations team
  • Seek opportunities for continuous improvement; provide commendations and implement methods to increase revenue, reduce cost and improve customer service
  • Uphold a strong commitment to enhance both internal and external customer focus, and ability to provide timely feedback related to customer service, sales or specialty issues
  • Partner with leaders throughout the organization and Customer Planning to develop effective communication channels
  • Work 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.
  • Work closely with Human Resources/Employee Relations to ensure understanding and proper application of policies, procedures and the collective bargaining agreement
  • Ensure enforcement of all company policies and guidelines, including attendance adherence. Establish and maintain a positive work environment that encourages and rewards excellence while fostering team-spirit through engagement
  • Develop and utilize recognition programs to reward team members for outstanding performance. Value diversity and create an environment of inclusion. Demonstrate and convey a favorable image of the organization by exhibiting professionalism and diplomacy
  • Demonstrate proficiency in all Reservations operating and performance reporting systems. Adjust effectively and professionally to change when working within new structures, processes, requirements, or cultures
  • Participate in recruiting, selecting, and orientation of new employees to the team. Complete ad-hoc projects and other related duties as required

    Job Qualifications

    • Undergraduate degree or equivalent experience/training
    • Two years’ leadership experience or proven ability to perform to the highest leadership standards as demonstrated by outstanding performance
    • Knowledge of contact center or airport operational experience preferred
    • Outstanding leadership capabilities, with ability to lead, train, develop, and motivate a team of customer service representatives
    • Demonstrated ability to positively lead a team, in a fast-paced, ever-changing environment
    • Excellent interpersonal skills, with ability to effectively interact with employees at all levels within the organization
    • Proven ability to concurrently manage multiple tasks and effectively handle shifting priorities in a dynamic work environment
    • Aptitude to analyze and interpret complex documents
    • Ability to resolve difficult personnel and administrative issues
    • Excellent verbal and written communication skills, leadership, initiative and judgment
    • Outstanding organization and time management skills
    • Excellent creative thinking and problem-solving skills
    • Strong presentation skills
    • Project management skills preferred
    • Proficient with Microsoft Office suite products
    • Ability to work varied hours, including nights, weekends and holidays, as well as provide Supervisor on Duty coverage
    • Ability to travel on occasion, including overnight travel
    • Ability to read, write, and fluently speak and understand the English language; a 2nd language is an asset

    Additional Qualifications

    Additional Locations: None
    Job Level: 2-3

    About American Airlines

    American Airlines is the world's largest airline. American, American Eagle and the AmericanConnection(R) airlines serve 250 cities in over 40 countries with more than 4,000 daily flights. The combined network fleet numbers more than 1,000 aircraft. American's award-winning Web site, AA.com, provides users with easy access to check and book fares, plus personalized news, information and travel offers. American Airlines is a founding member of the oneworld(R) Alliance, which brings together some of the best and biggest names in the airline business, enabling them to offer their customers more services and benefits than any airline can provide on its own. Together, its members serve nearly 700 destinations in over 140 countries and territories. American Airlines, Inc. and American Eagle Airlines, Inc. are subsidiaries of AMR Corporation.

    This company profile was created by AfterCollege and is about American Airlines. This page is not endorsed by or affiliated with American Airlines. For questions regarding company profiles, please email: care@aftercollege.com.