Customer Care Manager — Travel Perks & Team Growth

American Airlines; Lincoln (NE); Remote; USD 27,552 - 41,328; Full time

Benefits offered by this job

Travel perks

Health benefits

Well-being programs

401(k)

Employee discounts

Job summary

American Airlines in Lincoln, USA is seeking a Customer Care Manager to lead a contact-center team and drive revenue while ensuring superb service. This on-site role requires coaching staff, monitoring performance, and collaborating with multiple departments to improve processes.

You will recruit, hire and onboard new team members, managing schedules and agent development to meet aggressive service and sales goals in a fast-paced environment.

Qualifications

• Minimum 2 years of leadership experience.
• Strong communication and presentation skills.
• Advanced skills in Microsoft Office (Word, Excel, Outlook).

Responsibilities

• Lead a team of customer support representatives in a touch‑center environment devoted to supporting customers in a manner that maximizes revenue and promises superb service.
• Coaching, mentoring and developing personnel to exceed key contact center performance goals (client satisfaction, net‑promoter score, productivity).
• Resolve customer support and operational issues.
• Collaborate with leaders across the corporation and customer‑experience to broaden effective verbal interaction channels.
• Participate in recruiting, hiring and onboarding of new employees to the team.

Skills

Leadership

Contact center operations

Communication

MS Office

Education

Bachelor’s degree

Tools

Reservations reporting systems

Job description

American Airlines in Lincoln, USA is seeking a Customer Care Manager to lead a contact-center team and drive revenue while ensuring superb service. This on-site role requires coaching staff, monitoring performance, and collaborating with multiple departments to improve processes.

You will recruit, hire and onboard new team members, managing schedules and agent development to meet aggressive service and sales goals in a fast-paced environment.