Remote Reservations Team Lead – Customer Experience

American Airlines; Olympia (WA); Remote; USD 28,000 - 41,000; Full time

Job summary

American Airlines seeks a seasoned leader to train and motivate a supervisory team within Global Reservations. You will guide the sales force in the customer office, lead a call center to meet business objectives, and drive high-performance culture through coaching and clear performance metrics.

You will recruit, train and develop staff while collaborating with marketing, operations and HR to roll out new products and processes. Flexibility for nights and weekends is required.

Qualifications

• Bachelor's degree or equivalent experience.
• 4 years of proven experience in effectively managing and motivating a team.
• 4 years of customer service/sales experience.

Responsibilities

• Provides internal and external customers with exceptional customer service.
• Train, coach and develop teams to achieve individual and corporate goals; fosters high performance.
• Discuss business plans; give clear instructions and expectations to meet plans.
• Establishes effective incentive systems for front-line employees.
• Acts as a liaison for the call center and other departments.
• Collaborates to achieve key work objectives; partners in training, marketing, and operations to deliver new products and improvements.
• Work closely with Human Resources to ensure understanding of policies and procedures.
• Manage the work of employees; monitor and evaluate performance.
• Participate in recruitment, selection and training of new employees in the reservation team.
• Ensure delivery of quality customer service by overseeing performance monitoring and staff development.

Skills

Team leadership

Customer service

Sales experience

Communication skills

Coaching

Education

Bachelor's degree or equivalent experience

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

American Airlines seeks a seasoned leader to train and motivate a supervisory team within Global Reservations. You will guide the sales force in the customer office, lead a call center to meet business objectives, and drive high-performance culture through coaching and clear performance metrics.

You will recruit, train and develop staff while collaborating with marketing, operations and HR to roll out new products and processes. Flexibility for nights and weekends is required.