Customer Care Manager, Global Reservations

Minimum Qualifications - Education & Prior Job Experience

• High school diploma or GED equivalency
• 2 years leadership experience

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
• Knowledge of Microsoft Office to include Word, Excel, Outlook, etc

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Responsibilities

• Inspires, coaches, 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 administers 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

Benefits

• Travel Perks: 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
• Wellness Programs: Our wellness programs provide you with all the right tools, resources, and support you need
• 401(k) Program: Employer contributions to your 401(k) program are available after one year
• Additional Benefits: Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises, and more
• Estimated Salary: $20 to $28 per hour based on qualifications

Location:

DFW Reservations Office (DFW-SV01)

Requisition ID:

41867