Sr Manager, Contact Center - Operations

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!

• This team member is a part of the Contact Center Planning, Analysis & Operations team within the Customer Experience and Reservations Division.
• Responsible for the overall operational success of American’s Reservations centers and all Service Recovery contact centers and for the strategic planning and execution of the 24/7, worldwide Call Center operation. Core duties include delivering a world class customer experience through management of the day-to-day performance of the contact centers, focusing on process continuous improvement, meeting/exceeding all KPIs, and delivering a world class customer exp

• Lead the Workforce Planning team, responsible for ensuring contact centers are correctly staffed and a 24/7 team responsible for delivering best in class operational results, including call efficiency, low abandon rates, high conversion rates, staffing utilization and cost efficiency, to ensure Net Promoter Scores (NPS) goals are exceeded.
• Manage workload balancing and scalability.
• Optimize planning functions for over 6,000 global contact center travel professionals in relation to shift bids, holiday bids, vacation bids, Voluntary Time Off (VTO) and overtime
• Stay up-to-date on contact center trends and best practices and evaluate their potential impact across all contact centers.
• Execute a multi-channel strategy of connecting with customers in the manner they prefer (voice calls, chat, emails, text, etc.)
• Assist in the contact center digital transformation by leveraging technology – Virtual Hold (VH), Interactive Voice Response (IVR), chat and other technological solutions and enabling tools
• Partner with local Workforce Admin to ensure proper coverage is carried out to achieve departmental objectives
• Monitor results to identify opportunities and positively impact performance
• Assist in negotiations and Implementation of the CWA/IBT agreement between American Airlines and represented union team members as it relates to call routing and scheduling
• Engage union leadership on initiatives requiring a Letter of Agreement (LOA)
• Communicate key messages effectively to ensure that all team members are informed of process changes
• Provide regular feedback to leadership regarding performance wins and areas of opportunity
• Drive a commitment to excellence demonstrated through continuous team member development, enhancing employee engagement, service levels, job knowledge, skill development and team member satisfaction.
• Create a culture which fosters a professional workplace and the sharing of ideas.
• Measure success by the organization’s ability to provide high quality services while meeting all operational goals, improving call performance, increased use of resources and adaptation of new proven technologies to increase efficiency, and achievement of metrics.

Minimum Qualifications- Education & Prior Job Experience

• Bachelors degree in related field or equivalent experience/training
• 7 years related experience
• 3 years of demonstrated experience leading and managing teams and supporting senior leadership positions

Preferred Qualifications- Education & Prior Job Experience

• Masters degree
• Experience in attracting, selecting, developing and motivating individuals who can work as a team to meet deliverables and quickly overcome obstacles
• Previous call center workforce management or customer service administration leadership a plus
• Previous union-based employee management a plus

Skills, Licenses & Certifications

• Ability to negotiate Union contracts, drive performance, and execute performance within the confines of the contract
• Ability to be an action-oriented and results-driven leader, with a natural aptitude for engaging employees across multiple workgroups
• Ability to think strategically, negotiate skillfully, digest complex details, and use sound judgment and initiative in making decisions
• Ability to identify opportunities for improvement, as well as proven success implementing strategic initiatives under time constraints
• Excellent problem solving, decision-making, and critical thinking ability
• Excellent project planning and organizational skills, with ability to effectively and simultaneously manage multiple large projects within tight deadlines while maintaining attention to detail
• Ability to productively and proactively adjust to dynamic situations
• Ability to work effectively in a fast-paced, stressful, and dynamic environment
• Ability to build and facilitate relationships at all levels of the organization, both internally and externally
• Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations
• Excellent communication and presentation skills, with ability to handle complex topics comfortably and to interact effectively with all levels, both verbally and written
• Willingness and ability to travel
• Willing and able to make oneself available to resolve urgent issues that may arise within a 24 x 7 operation

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

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.