Responsible for managing activities for the Call Center and ensuring customer service objectives are well supported. Oversees the training of new personnel. Ensures professional relations exist with customers and reporting and informational needs are met. Attends and participates in meetings as assigned and keeps management well informed of activities and significant problems. The Call Center Manager is also responsible for monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc. Being available to affect the entirety of the team's operations while effectively build call center culture.
•Manage a team of call center agents (Reservations, Airport Helpdesk, and Guest Relations)
•Develop objectives for the call center’s day-to-day activities
•Be available to affect the entirety of the team's operations.
•Take escalation calls that agents can't handle and be available when an agent appears to need assistance.
•Provide metrics to management for all call centers to senior management.
•Perform at least one monitoring evaluation with each agent every two weeks
•Administer training programs for new hires and existing staff.
•Work with management on refining and scheduling appropriate training sessions.
•Develop training documents that support call center operations.
•Create residual training pieces to foster growth.
•Report trends of incoming calls to management.
•Hire, coach and provide training to personnel to maintain high customer service standards
Knowledge Skills and Education Requirements
•High School Diploma or equivalent work experience.
•Outstanding communication and interpersonal skills
•Must have excellent customer service, problem solving skills and be self-motivated.
•Must be computer literate and have working knowledge of Microsoft Office Programs (Word, Excel, PowerPoint).
•Must have at least two (2) years customer service experience, aviation industry preferred
•Must have previous call center experience, aviation industry preferred
•Must have a strong working knowledge of aviation ticketing standards.
•Must possess excellent communication skills, organizational skills and be able to quickly make decisions with minimal support in a demanding, extremely safety sensitive, deadline driven, fast paced environment.
•Must be extremely flexible; willing and able to work extended hours, including days, nights, weekends and holidays
•Airline experience including experience in all areas of ramp, station operations, customer service preferred and airline industry standard.
Note: The statements herein are intended to describe the general nature and level of work being performed, but are not to be seen as a complete list of responsibilities, duties, and skills required of personnel so classified. Also, they do not establish a contract for employment and are subject to change at the discretion of the employer Silver Airways offers excellent benefits including travel benefits and is an equal opportunity employer. EOE/M/F/D/V/G