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14 days ago
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Manager - Cargo Customer Service Center


Delta Air Lines
Location: Atlanta, Georgia (U.S. State)
Job type: Permanent
Sector: Freight, Cargo & Logistics
Category: Customer Service Jobs
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Job Summary:

* Responsible for the Cargo Customer Service Center in Atlanta, including complete oversight of daily operational functions, resource management, resolution of facilities issues, and management of operations

* Partners with the Minneapolis CCSC Manager to develop strategies to increase revenue and satisfaction based on the voice of the customer

* Innovates through industry research and cross-divisional interaction and strong collaboration with key business leaders in Cargo Sales, Revenue Management, Marketing and Operations, as well as passenger Reservations

* Develops and implements a thoughtful and professional tone throughout the entire team's interactions

* Continues to strive to make the CCSC a best customer service center on the planet

* Leads, develops, and motivates a diverse team of customer service professionals

* Oversight in the hiring decisions of a diverse call center and virtual workforce to continue to embody the Delta principles to be "thoughtful, reliable and innovative"

* Other duties as assigned

* Develops both strategic and tactical plans that create a safety-conscious environment resulting in employee safety and well-being

Qualifications:

* Bachelor's degree or 7 years of equivalent work experience required

* Proven leadership skills desired, experience leading a team preferred

* Call-center experience preferred; airline, B2B and cargo experience preferred

* Must possess excellent written and verbal communication

* Must work well with others in a fast paced, time sensitive environment

* High level of accuracy and attention to detail is required

* Exemplifies the Rules of the Road and Delta core values

* Must be able and willing to travel (approximately 20% of the time)

* Experience and knowledge in J.D. Power Certification a plus
Job Summary:

* Responsible for the Cargo Customer Service Center in Atlanta, including complete oversight of daily operational functions, resource management, resolution of facilities issues, and management of operations

* Partners with the Minneapolis CCSC Manager to develop strategies to increase revenue and satisfaction based on the voice of the customer

* Innovates through industry research and cross-divisional interaction and strong collaboration with key business leaders in Cargo Sales, Revenue Management, Marketing and Operations, as well as passenger Reservations

* Develops and implements a thoughtful and professional tone throughout the entire team's interactions

* Continues to strive to make the CCSC a best customer service center on the planet

* Leads, develops, and motivates a diverse team of customer service professionals

* Oversight in the hiring decisions of a diverse call center and virtual workforce to continue to embody the Delta principles to be "thoughtful, reliable and innovative"

* Other duties as assigned

* Develops both strategic and tactical plans that create a safety-conscious environment resulting in employee safety and well-being

Qualifications:

* Bachelor's degree or 7 years of equivalent work experience required

* Proven leadership skills desired, experience leading a team preferred

* Call-center experience preferred; airline, B2B and cargo experience preferred

* Must possess excellent written and verbal communication

* Must work well with others in a fast paced, time sensitive environment

* High level of accuracy and attention to detail is required

* Exemplifies the Rules of the Road and Delta core values

* Must be able and willing to travel (approximately 20% of the time)

* Experience and knowledge in J.D. Power Certification a plus
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