Manager, Global Reservations (Durham, NC, US)

Location: Southeast Reservations Office (RDU-RESC) 
Additional Locations: None
Requisition ID: 43961 

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 job is a member of the Global Reservations Team within the Customer Experience Division.
• ​Responsible for training, motivating, and developing a team of supervisors/team leaders to lead call center sales agents and customer service representatives (including specialty desk representatives). Leads the call center to achieve the business objectives of the Company.

What you'll do

• Provides outstanding customer service to internal and external customers
• Trains, coaches, and mentors team members to achieve individual and corporate goals; develops a high-performance culture, supporting specific, key performance measures
• Communicates business strategies; provides clear direction and expectations to assist in meeting all business strategies
• Develops successful incentive strategies for front-line employees
• Acts as the liaison for the call center with other departments
• Partners with Operations to meet key operational objectives
• Partners with Training, Marketing, and Operations to roll out new products, systems, automation enhancements, sales techniques, brands, destinations, etc
• Works closely with Human Resources to ensure understanding and proper application of policies and procedures
• Manages staff assignments; monitors and evaluates performance
• Participates in recruiting, selection, and orienting new employees to the Reservations team
• Ensures quality delivery of customer service by overseeing the monitoring process, as well as providing employee development
• Ability to work nights, weekends, and/or holidays as well as extended hours
• Ability to travel

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• ​Bachelor's degree or equivalent experience 
• 4 years demonstrated experience effectively managing and motivating a team
• 4 years customer service/sales experience

Preferred Qualifications- Education & Prior Job Experience

• ​Airline, call center, or travel agency background

Skills, Licenses & Certifications

• Knowledge of Microsoft Office to include Word, Excel, Outlook, etc.
• Ability to manage management, non-management, and contract labor work groups
• Demonstrated ability to positively manage in an ever-changing work environment
• Excellent organization skills
• Strong presentation skills
• Ability to be innovative and analytical thinking abilities
• Ability to understand and communicate job-related policies and procedures to employee

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: 43961 

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