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Manager, Airport Customer Care MIA ID- 11041

Intro

Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!

Why you'll love this job
  • This job is a member of the Hubs and Gateways Team, within the Customer Experience Division.
  • Responsible for managing, developing, and coordinating all customer related activities ensuring the highest level of customer satisfaction and experience.

What You'll Do
  • Oversees day to day customer service operations including oversight of the ticket counter and gate activity in multiple facilities
  • Ensures efficient use of resources to achieve operational performance targets
  • Enforces all company and departmental procedures including safety and security
  • Reviews staffing requirements and bid schedules for all employees
  • Communicates procedural changes to Customer Service Managers and frontline employees ensuring compliance
  • Monitors and analyzes trends to achieve on time performance
  • Mentors and develops employees
  • Identifies areas which require improvement
  • Develops and implements processes to achieve improved efficiency and productivity
  • Enhances vendor relations and ensures contractual obligations are performed
  • Ensures all internal audit requirements are in compliance
  • Develops an annual expense plan and monitors the budget
  • Assists with interviews and selection of CSMs/Customer Service Supervisors
  • Ability to work rotating shifts including nights, weekends and holidays
  • Complete other duties as required

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience
  • Bachelor’s Degree in Business Management or relevant field or equivalent experience/training
  • 3 years’ work experience in Airline Customer Service supervisory

Preferred Qualifications- Education & Prior Job Experience
  • Experience managing frontline leaders
  • Experience leading unionized team members
  • Experience in airport customer service operations
  • Experience working at an airport hub environment
  • Project management experience

Skills, Licenses & Certifications
  • Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.
  • Excellent analytical skills and proficient use of PC related software
  • Strong leadership and organizational skills
  • Ability to multi-task and handle shifting priorities within a fast-paced, dynamic work environment and can tolerate high stress situations
  • Ability to effectively delegate work assignments and manage large groups of employees

What You'll Get

Feel free to take advantage of all that American Airlines has to offer:

Feel free to be yourself at American

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.

Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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