Supervisor, System Support Center (Phoenix, AZ, US)

Location: Rio West B Bldg (PHX-RWB1) 
Additional Locations: None
Requisition ID: 30100 

Overview

Join us for a career with endless possibilities.

Looking for a job where a passion for innovation, a culture of teamwork, and opportunities for growth are valued and rewarded? You’ve come to the right place.

 

You don’t have to be an airline aficionado to join American Airlines. It takes more than cool planes to keep us ahead of the curve, and thanks to our team of behind the scenes professionals, we do just that. As the largest airline in the world, American Airlines is in the business of serving the global travel needs of our customers.  At the core of the Company is our commitment to each customer and each employee. We are dedicated to developing and delivering what our customers value and are willing to pay for. Customer-centric planning, innovative marketing, and an exceptional customer experience are supported by a cadre of talented people. 

 

What does it take to join us? We’re glad you asked! We expect exceptional skills in your discipline and a dedication to being the best as we relentlessly pursue our goal of being not just the largest airline in the world, but also the best airline in the world.

 

Fortunately, we’re building on almost a century of innovation and firsts in our industry – and we plan to continue that tradition of excellence.

About The Job

This job is a member of the Customer Planning Team within the Customer Experience Division. In conjunction with department manager, responsible for providing joint supervision of a large team of Specialists.

 

Specifically, you’ll do the following:

• Coaches, develops, monitors and motivates team in maximizing Specialist's individual proficiency and productivity
• Supervises day-to-day activities to ensure department goals and objectives are met
• Manages daily staffing coverage to optimally support operational requirements
• Assists with the analysis, development, measurement, implementation and communication of strategic processes, policy and procedures and automation improvements for the System Support Center
• Ability to travel on company business if and when necessary
• Ability to work nights, weekend and/or holidays and extended hours

Qualifications

Required Qualifications

• Bachelor’s degree or equivalent training/experience
• 3 years airline experience
• 1 year experience in airport customer service, reservations and/or service recovery roles using the QIK product and/or Native Sabre
• Proficient in QIK-CHK and/or Native Sabre
• Ability to analyze requirements, solve problems and carry assignments to completion with minimal supervision
• Strong quantitative, analytical and problem solving skills and organizational abilities
• Ability to facilitate in representing department at project meetings, interact with all levels of management and follow through to completion
• Team player, committed to working toward department and company goals
• Ability to coach, develop and motivate employees
• Ability to work under pressure and meet deadlines
• Proficient in the use of Microsoft Office to include Access, Excel, Outlook, PowerPoint and Word

 

Preferred Qualifications

• Previous supervisory experience
• Prior project management experience

Additional Locations: None
Requisition ID: 30100 

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