Sr Manager, Contact Center - Operations

American Airlines Group-posted about 1 year ago
Full-time • Mid Level
Dallas, TX
Air Transportation
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The Sr Manager, Contact Center - Operations at American Airlines is responsible for the overall operational success of the Reservations centers and Service Recovery contact centers. This role involves strategic planning and execution of a 24/7 worldwide Call Center operation, focusing on delivering a world-class customer experience through effective management of day-to-day performance, continuous process improvement, and achieving key performance indicators (KPIs).

  • Lead the Workforce Planning team to ensure proper staffing for contact centers.
  • Manage workload balancing and scalability for operational efficiency.
  • Optimize planning functions for over 6,000 global contact center travel professionals.
  • Stay updated on contact center trends and evaluate their impact.
  • Execute a multi-channel strategy for customer engagement.
  • Assist in the digital transformation of the contact center using technology solutions.
  • Partner with local Workforce Admin for proper coverage to meet objectives.
  • Monitor results to identify performance improvement opportunities.
  • Assist in negotiations and implementation of union agreements related to call routing and scheduling.
  • Engage union leadership on initiatives requiring a Letter of Agreement.
  • Communicate key messages effectively to inform team members of process changes.
  • Provide regular feedback to leadership on performance wins and areas for improvement.
  • Drive a commitment to excellence through team member development and engagement.
  • Create a culture that fosters a professional workplace and idea sharing.
  • Measure success by the organization's ability to provide high-quality services and meet operational goals.
  • Bachelor's degree in a related field or equivalent experience/training.
  • 7 years of related experience.
  • 3 years of demonstrated experience leading and managing teams.
  • Master's degree.
  • Experience in attracting, selecting, developing, and motivating team members.
  • Previous call center workforce management or customer service administration leadership experience.
  • Previous union-based employee management experience.
  • Travel perks for employees and their families.
  • Health, dental, prescription, and vision benefits from day one.
  • Wellness programs to support personal well-being.
  • 401(k) program with employer contributions after one year.
  • Employee Assistance Program, pet insurance, and discounts on hotels, cars, and cruises.
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