General Manager, Reservations and Customer Care Operations

General Manager, Reservations and Customer Care Operations

United States, Georgia, Atlanta

Reservations & Cust. Care

14-Mar-2023

Ref #: 19987

How you'll help us Keep Climbing (overview & key responsibilities)

The General Manager, Operations - Reservations and Customer Care is responsible for the daily operations management of the division including real-time operational management to maximize performance and achieve target customer performance metrics. This role is responsible for operational processes and initiatives that support the achievement of customer service goals.

Overview & key responsibilities:

• Manages day-to-day, hour-by-hour performance through leading dedicated 24/7 operations teams centrally and in engagement centers, in tandem with Engagement Center leadership
• Uses operational levers to balance contact demand and resource capacity and meet wait time thresholds through close-in planning and real-time management of our workforce in a complex, multi-channel environment.
• Identifies opportunities and executes projects to improve operations, customer service, employee satisfaction, and financial performance
• Maintains and improves engagement center operations by monitoring system performance, managing system and process improvements, and quality assurance programs
• Creates a positive and motivating work environment. Leads through demonstration of Delta's core values as outlined in Rules of the Road
• Practices safety-conscious behaviors and ensure all policies and procedures support the safety of employees, customers and equipment

What you need to succeed (minimum qualifications)

• Candidates for this position should have at minimum a Bachelor's degree in Business or related field and 3-5 years of experience in contact center operations
• Strong analytical, data analysis, reporting and leadership skills; ability to develop effective relationships with all levels
• Demonstrated management and development skills, ability to manage large projects, and maintain multiple priorities simultaneously
• Systems thinker, experienced in process design and execution
• Proven collaborator, with the ability to work across divisional and operational teams. Well-versed in crisis management.
• Must be a creative business leader and have strong organizational skills with a record of sound business acumen
• Where permitted by applicable law, must have received or be willing to receive the COVID-19 vaccine by date of hire to be considered for U.S.-based job, if not currently employed by Delta Air Lines, Inc.
• Demonstrates that privacy is a priority when handling personal data
• Embraces a diverse set of people, thinking and styles
• Consistently makes safety and security, of self and others, the priority

What will give you a competitive edge (preferred qualifications)

• Airline experience

Delta Air Lines, Inc. is an Equal Employment Opportunity / Affirmative Action employer and provides reasonable accommodation in its application process for qualified individuals with disabilities and disabled veterans. If you are a qualified individual, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings through this site, apply for jobs through Delta's online system, or at any point in the selection process. To request a reasonable accommodation, please click here