Job Responsibilities

Salary: $20-30/Hour

Company: American Airlines

Location: USA

Full Job Description

Join our American Airlines family and you'll travel the world, develop your skills and become the best version of yourself. As you embark on a new journey, you will meet challenges through change and grace, learn new skills and improve your career while having the time of your life. Don't hesitate to enrich your personal and professional life and get on board.

Why you will love this job

This role is a member of the Global Reservations team within the Customer Experience department. He is responsible for training, motivating and developing a team of supervisors/team leaders to lead the sales force in the customer office (including Desk Specialist representatives). Leads the call center to achieve the company's business objectives.

What to do

• Provides internal and external customers with exceptional customer service
• Train, coach and coach teams to achieve individual and corporate goals; develops a culture of high performance, supporting specific performance measures in the core
• Discussing business plans; provides clear instructions and expectations to help meet all business plans
• Establishes effective incentive systems for front-line employees
• Acts as a liaison for the call center and other departments
• Work collaboratively to achieve key work objectives
• Partners in training, marketing, and operations to deliver new products, systems, automation improvements, marketing strategies, brands, locations and more.
• Work closely with Human Resources to ensure understanding and appropriate implementation of policies and procedures
• Managing the work of employees; monitoring and evaluating performance
• Participates in the recruitment, selection and training of new employees in the reservation team
• Ensures the delivery of quality customer service by overseeing the performance monitoring process and ensuring the development of staff
• Ability to work nights, weekends and/or holidays and long hours
• Ability to travel

Minimum Qualifications

• Education and previous work experience
• Bachelor's degree or equivalent experience
• 4 years of proven experience in effectively managing and motivating a team
• 4 years of customer service/sales experience

Preferred Qualifications

• Education and previous work experience
• Experience in an airline, call center or travel agency

Skills, Licenses & Certifications

• Knowledge of Microsoft Office including Word, Excel, Outlook, etc. Ability to manage executives, non-executives and contractors
• Demonstrated ability to effectively manage a constantly changing work environment
• Excellent design skills
• Presentation skills are strong
• Creativity and imagination
• Ability to understand and explain policies and procedures related to the work and the employee