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Senior Contact Center Operations Manager

Senior Contact Center Operations Manager

Date:  Jul 22, 2021

Location: DFW Headquarters Building 8 (DFW-SV08) 
Additional Locations: None
Requisition ID: 43931 


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!

Why you'll love this job

  • 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 experience.

What you'll do

  • Leads 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 likelihood to recommend (LTR) goals are exceeded
  • Manages workload balancing and scalability across contact centers domestically and internationally 
  • Stays up-to-date on contact center trends and best practices and evaluate their potential impact across all contact centers
  • Executes on a multi-channel strategy of connecting with customers in the manner they prefer (voice calls, chat, emails, text, etc.)
  • Assists in the contact center digital transformation by leveraging technology – Virtual Hold (VH), Interactive Voice Response (IVR), chat and other technological solutions and enabling tools
  • Partners with Workforce Management team to ensure proper coverage is carried out to achieve departmental objectives
  • Monitors results to identify opportunities and positively impact performance
  • Communicates key messages effectively to ensure that all team members are informed of process changes
  • Provides regular feedback to leadership regarding performance wins and areas of opportunity
  • Drives a commitment to excellence demonstrated through continuous team member development, enhancing employee engagement, service levels, job knowledge, skill development and team member satisfaction
  • Creates a culture which fosters a professional workplace and the sharing of ideas
  • Delivers cost efficiencies and high customer satisfaction through Likelihood to Recommend (LTR) scores
  • Measures 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

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

  • Bachelor's degree in related field or 10 years of equivalent experience/training
  • 7 years related experience
  • 5 years of proven track record of success in a call center operations
  • 3 years of demonstrated experience leading and managing teams and supporting senior leadership positions

Preferred Qualifications- Education & Prior Job Experience

  • Master's degree
  • Experience in attracting, selecting, developing and motivating individuals who can work as a team to meet deliverables and quickly overcome obstacles

Skills, Licenses & Certifications

  • Excellent strategic and analytical skills, sound judgement and decision making with a clear and persistent attention to detail
  • Collaboration and negotiation skills in a large multi-departmental team environment
  • Ability to build strong relationships with internal customers at all levels, IT counterparts and external organizations
  • Ability to prioritize large lists of projects with very limited resources
  • Ability to perform in a fast-paced environment while maintaining a professional and effective approach in high stress situations
  • Ability to work with deadlines, multiple projects, attend and conduct meetings/presentations
  • Results-focused leader with the ability to develop teams and improve performance
  • Desire to champion consistently high standards and focus on continuous improvement
  • Ability to articulate complex initiatives clearly and concisely across a large global organization
  • Knowledge of Microsoft Office to include Word, Excel, PowerPoint, etc.

What you'll get

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

Feel Free to be yourself at American

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.

Additional Locations: None
Requisition ID: 43931 

Nearest Major Market: Fort Worth
Nearest Secondary Market: Dallas

Job Segment: Operations Manager, Manager, Call Center Manager, Call Center Supervisor, Operations, Management, Customer Service

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