Summary / Purpose ​​This job is a member of the Global Reservations Team within the Customer Experience Division. Responsible for the management of a team of customer service representatives in a contact center environment dedicated to assisting customers in a manner that maximizes revenue and delivers outstanding service. Key Responsibilities - ​Inspires, coached and develops employees to excel in achieving key contact center performance goals, including customer satisfaction, call quality and productivity - Resolves customer service and operational problems - Evaluates individual and team performance through quality control measurements including call observations, complaints, compliments and customer experience feedback - Analyzes individual and team performance data from various sources to identify training needs and development opportunities - Performs regular evaluations and annual performance reviews to provide appropriate, constructive feedback to ensure standards are met - Facilitates employee development by coaching techniques and performance plans to improve overall operational efficiency - Develops and mentors team members for growth within the organization - Provides guidance, counseling, training, coaching and administer corrective action - Conducts formal annual goal-setting and customer service representative development plans - Provides recommendations and implements methods to increase revenue, reduce cost and improve customer service - Provides timely feedback related to customer service, sales or specialty issues - Partners with leaders throughout the organization and Customer Planning to develop effective communication channels - Works closely with internal departments such as Training, Marketing, and Operations to roll out new initiatives, programs, products, systems, automation enhancements, sales techniques, brand, destinations, etc - Works closely with Human Resources/Employee Relations to ensure understanding and proper application of policies, procedures and the collective bargaining agreement - Ensures enforcement of all company policies and guidelines, including attendance adherence - Establishes and maintains a positive work environment that encourages and rewards excellence while fostering team-spirit through engagement - Develops and utilizes recognition programs to reward team members for outstanding performance - Participates in recruiting, selecting, and orientation of new employees to the team - Ability to work varied hours, including nights, weekends and holidays, as well as provide Supervisor on Duty coverage - Ability to travel Minimum Qualifications - ​High school diploma or GED equivalency - 2 years leadership experience - Project management skills - Preferred Qualifications- Education & Prior Job Experience - ​Bachelors degree or equivalent experience/training - Knowledge of contact center or airport operational experience - Proficiency in all Reservations operating and performance reporting systems - Skills, Licenses & Certifications - Ability to lead, train, develop, and motivate a team in a fast-paced, ever-changing environment - Ability to manage multiple tasks and effectively handle shifting priorities - Ability to analyze and interpret complex documents - Ability to resolve difficult personnel and administrative issues - Creative thinking and problem-solving skills - Strong presentation skills - Knowledge of Microsoft Office to include Word, Excel, Outlook, etc Preferred Qualifications - Not stated (not separately listed on this posting) Benefits / Compensation (if stated) - 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 ---