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Analyst, Cargo Distribution Channels - Full-time / Part-time
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Fort Worth, TX Fort Worth, Texas |
About this job
Location: AA Headquarters 1 (DFW-HDQ1)
Additional Locations: None
Requisition ID: 15270
Job Description
The Cargo Customer Experience team is passionate about transforming and improving the communication and service to our customers to surpass their expectations and increase their satisfaction. As such we are looking for the right individual to fill a newly formed Quality and Training analyst role that will work with and lead our 4 cargo contact call center locations to deliver legendary customer experience. This position will assist in shifting the business model between locations and vendors, adding a remote off-shore location (India) which will require heavy additional focus on quality and training. The position will also lead the Introduction of a new booking channel (Chat) and a new email management tool in multiple locations. The position will also play a key supporting role in the design and introduction of our future Cargo end to end system. We are looking for someone who can set a high standard in quality and training for our contact center support group. In this role you will have the opportunity to positively impact change by having responsibility for the following areas:
* Designing, building and managing the quality assurance and training function to support the Contact Center vendor performance, covering all 4 locations and all specialty desks.
* Measuring, evaluating and improving customer interactions and customer care center operational performance through call, email, speech and text analytics and chat monitoring.
* Identifying trends within the interactions; providing feedback to internal/external leadership.
* Overseeing the training at the vendor locations to ensure training manual is updated and reviewed for accuracy on a regular basis.
* Creating and maintaining a training certification program for our vendor location to ensure delivery of material is meeting department expectations.
* Participating in the Cargo Contact Center agents' recruitment for key positions.
* Providing strategic guidance and leadership to the Cargo Contact Center operations.
* Serving as a thought leader within the Cargo Contact Center leadership Team.
* Driving organizational direction associated with increasing operational efficiency, customer satisfaction, revenue growth and enhancing the overall customer experience.
* Taking initiative to prevent and solve issues and risks to the business, is committed and holds others accountable, makes sound decisions and manages risks to business. Serving as a backup for the Customer Service Manager.
Job Qualifications
* 4 year degree or equivalent work experience in the management of contact center quality and training
* 3+ years of demonstrated competency in contact center leadership roles managing at least one of the following areas (Quality Assurance, Workforce Management, Training, Call Center Technology Services, or Operations), or comparable Customer Service experience
* Strong Interpersonal skills with ability to lead and inspire others to go above and beyond, ability to be direct yet approachable
* Team player, with a strong analytical and strategic mindset
* 2+ years of experience working closely with cross-departmental teams including leadership
* Ability to travel up to 60-80% of the time on potentially short notice, Domestic and International
* Work in locations across the globe and work variable shifts
* Must be in possession of a valid US or Foreign Passport with applicable VISAs
* Excellent written and oral communication skills across a variety of audiences
* Proficient in Microsoft office software
* Methodical and well organized
* Energetic
Additional Locations: None
Requisition ID: 15270
Nearest Major Market: Fort Worth
Nearest Secondary Market: Dallas
Job Segment: Distribution, Quality Assurance, Call Center, Operations, Technology, Customer Service
Additional Locations: None
Requisition ID: 15270
Job Description
The Cargo Customer Experience team is passionate about transforming and improving the communication and service to our customers to surpass their expectations and increase their satisfaction. As such we are looking for the right individual to fill a newly formed Quality and Training analyst role that will work with and lead our 4 cargo contact call center locations to deliver legendary customer experience. This position will assist in shifting the business model between locations and vendors, adding a remote off-shore location (India) which will require heavy additional focus on quality and training. The position will also lead the Introduction of a new booking channel (Chat) and a new email management tool in multiple locations. The position will also play a key supporting role in the design and introduction of our future Cargo end to end system. We are looking for someone who can set a high standard in quality and training for our contact center support group. In this role you will have the opportunity to positively impact change by having responsibility for the following areas:
* Designing, building and managing the quality assurance and training function to support the Contact Center vendor performance, covering all 4 locations and all specialty desks.
* Measuring, evaluating and improving customer interactions and customer care center operational performance through call, email, speech and text analytics and chat monitoring.
* Identifying trends within the interactions; providing feedback to internal/external leadership.
* Overseeing the training at the vendor locations to ensure training manual is updated and reviewed for accuracy on a regular basis.
* Creating and maintaining a training certification program for our vendor location to ensure delivery of material is meeting department expectations.
* Participating in the Cargo Contact Center agents' recruitment for key positions.
* Providing strategic guidance and leadership to the Cargo Contact Center operations.
* Serving as a thought leader within the Cargo Contact Center leadership Team.
* Driving organizational direction associated with increasing operational efficiency, customer satisfaction, revenue growth and enhancing the overall customer experience.
* Taking initiative to prevent and solve issues and risks to the business, is committed and holds others accountable, makes sound decisions and manages risks to business. Serving as a backup for the Customer Service Manager.
Job Qualifications
* 4 year degree or equivalent work experience in the management of contact center quality and training
* 3+ years of demonstrated competency in contact center leadership roles managing at least one of the following areas (Quality Assurance, Workforce Management, Training, Call Center Technology Services, or Operations), or comparable Customer Service experience
* Strong Interpersonal skills with ability to lead and inspire others to go above and beyond, ability to be direct yet approachable
* Team player, with a strong analytical and strategic mindset
* 2+ years of experience working closely with cross-departmental teams including leadership
* Ability to travel up to 60-80% of the time on potentially short notice, Domestic and International
* Work in locations across the globe and work variable shifts
* Must be in possession of a valid US or Foreign Passport with applicable VISAs
* Excellent written and oral communication skills across a variety of audiences
* Proficient in Microsoft office software
* Methodical and well organized
* Energetic
Additional Locations: None
Requisition ID: 15270
Nearest Major Market: Fort Worth
Nearest Secondary Market: Dallas
Job Segment: Distribution, Quality Assurance, Call Center, Operations, Technology, Customer Service
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