Team Lead, Reservations

hace 2 días

Peru American Airlines A tiempo completo

Location: Torre Siglo XXI MainOff ResOff (LIM-CTY3) 

Cities: Lima - Peru, Monterrey - Mexico, Port Of Spain - Trinidad and Tobago, Sao Paulo - Brazil

Requisition ID: 80274 

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

The candidate selected for the position will report to a local site CEM or CCM and will have their responsibilities and work defined by the Quality Team. They will provide support, coaching, reporting, trend analysis, and actionable insights to support improvement within our Contact Centers specifically supporting AAdvantage Customer Service (ACS). The Quality Team focuses on several key areas: improving efficiency through effective call handing and first contact resolution, elevating the customer experience, driving revenue, and ensuring complete and accurate information is provided.

What you'll do
  • Complete targeted reviews based on quality guidelines to ensure quality standards are met and maintained.
  • Identify problems or trends in interactions and make viable recommendations for improvement.
  • Provide actionable insights to ACS leaders and other stakeholders to achieve improved results.
  • Work closely with training, P&P, and others to ensure proper guidelines and procedures are being followed.
  • Review and process reports to provide statistical information using Compass, Nexidia, and various technology.
  • Remain current with all policies and procedures, changes, and updates.
  • Attend required training as necessary to ensure consistency in quality processes, effective quality measurements, and alignment.
  • Some travel as required.
  • Perform all other duties as required.
All you'll need for success

Minimum Qualifications:  

  • Strong work performance and attendance in current position.
  • Strong working knowledge of AAdvanced Focus and Web Reference.
  • Ability to meet deadlines and adapt to shifting priorities.
  • Excellent written, interpersonal, problem solving, and time management skills.
  • Ability to objectively review calls with attention to detail.
  • Demonstrated ability to work independently and on a team,
  • Ability to effectively collaborate with team members and interact with employees at all levels in the organization.
  • Minimum 1 year of current work experience within ACS.
  • Innovative thought leader who proactively drives meaningful conversation and initiatives.
  • Forward thinking growth mindset that embraces and initiates future enhancements.

Preferred Qualifications:

  • Experience working with Microsoft Office to include Word, Excel, and PowerPoint.
  • Working knowledge of Ventana, Nexidia, Compass, and Tableau.
  • Specialty Desks experience (ACR, AAdvantage Business, DSD, DSR)

Cities: Lima - Peru, Monterrey - Mexico, Port Of Spain - Trinidad and Tobago, Sao Paulo - Brazil

Requisition ID: 80274 

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