Coordinator/Senior Coordinator, Contact Center - Operations (Ft Worth, TX, US)

Location: DFW Headquarters Building 8 (DFW-SV08) 
Additional Locations: None
Requisition ID: 40446 

Intro

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 position is a member of the Contact Center Operations Team within the Customer Experience Organization.
• Responsible for performing real-time call and resource management for all contact centers, both Domestic and International, while ensuring that the corporate answering time and productivity standards are maintained for all departments

What you'll do

• ​Coordinates activities with the Local Workforce groups to ensure that optimal manning and productivity standards are met
• Supports call processing in the areas of scripting, configuration, troubleshooting, procedure documentation, maintenance, and upgrades
• Interacts with other departments including business unit stakeholders, call center management, workforce management, IOC, IT, and several technology vendors
• Handles operational issues and works on other projects as assigned
• Monitors and addresses activities that can have an impact on call center call volume
• Initiates ongoing process management to further improve overall customer experience
• Must be willing to work a variety of shifts according to operational needs

All you'll need for success

• Minimum Qualifications- Education & Prior Job Experience
  • Bachelor’s degree or equivalent experience/training
  • 2 years’ experience with large networked Contact Centers
  • Experience with the Genesys Customer Interaction Management Platform (Navia), Aspect Workforce Management Tool, Nuance IVR (Interactive Voice Response Units), AT&T call management tools, Totalview resource planning software, Virtual Hold Technology (VHT), and Converges Outbound Notification IVR
• Preferred Qualifications- Education & Prior Job Experience
  • 3 years work experience on the operational and technical side of Contact Centers 
  • Spanish language skills
• Skills, Licenses & Certifications
  • Working knowledge of other telephony equipment and software applications
  • Ability to troubleshoot real-time issues quickly as they have a direct and immediate impact on our overall operation
  • Excellent organizational, time management, and customer service skills
  • Must be detail-oriented
  • Outstanding quantitative and analytical skills 
  • Ability to be flexible and reprioritize workload due to operational needs
  • Strong decision making capabilities and leadership skills 
  • Working knowledge of Excel, Word, Access, and Native SABRE

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: 40446 

Apply Now