Engagement Center Director, Iron Range
Requisition #: 262820
Chisholm Hibbing, MN
The Engagement Center Director - Hibbing, Minnesota (Iron Range) will have responsibility for all aspects of a the Reservation Sales Customer Engagement Center, which produces over $300M in annual sold revenue, including developing the centers strategy and vision to support Delta's Flight Plan as well as leading and motivating a diverse team of 525+ frontline sales and customer service professionals, administrative support personnel and leadership teams in alignment with the Delta culture. Direct oversight of $6M facility renovation project, creating a world class, flagship center. Directly responsible for the execution in the day-to-day promotion of selling, servicing and supporting the products and services of Delta, our Joint Venture, SkyTeam, Alliance, vendor partners, and Delta subsidiaries. Responsible for complete oversight of daily operations, resource management, facilities, and management of an annual capital and operating plan of $20M+, including implementation of cost controls and reduction initiatives. Execute corporate initiatives related to Delta's products and services, customers and employees, including JD Power Certification. Partners closely with divisional leaders to ensure customer specialist satisfaction.
Promote and uphold the Delta culture and brand through visible, servant leadership, in order to promote Delta corporate goals and initiatives. Complete oversight in schedule adherence, resource allocations, and ensuring regulatory safety and security requirements with DOT, OSHA, preventing fines, injuries, and accidents. Uses operational metrics and corporate performance tools to drive productivity and provide outstanding customer service through modeling the Delta brand and efficient call handling. Analyze and trend performance data to seek improvements and recognition opportunities. Responsible for leadership and employee engagement in a widely diverse workforce, while delivering strong positive employee relations. Oversight in the hiring decisions of a globally diverse operation and virtual workforce, requiring specific sales, and customer service. Support corporate objectives and be a role model the Delta brand and core values. Support and achieve world-class business practices by seeking and implementing process improvements.
Bachelor's degree in business administration or related fields or equivalent work experience is required. Minimum five to seven years of leadership experience including leading teams and direct reports, including frontline. Knowledge of Reservation Sales operational performance metrics is preferred. Excellent written and oral communication skills. Proven leadership skills. Ability to influence and drive change at all levels of the organization. Ability to manage and execute multiple priorities through strong employee engagement and motivation. Must have solid foundation in and understanding of corporate safety and security policies. Successful candidate must have high energy, approachable, and visible leadership with the skill to build high performing teams through inclusion and creativity. Must be performing at high level in present position