Firm Name: Alaska Airlines

Numbers of Jobs: Managing Director Guest Care

Education Need: Graduate

Job Hours: 8

Payment: $20-$30/Hours

What's Job City: Seattle

Job Details:

A group.

 By adhering to our mission, core principles, and principles of leadership, we are creating a business that people adore. Our corporate teams develop the strategies and operational plans necessary for the company's success. Whether we use our expertise in accounting, human resources, finance, planning, legal, marketing, or any of our operational divisions, we are driven to achieve excellence every day by our shared passion for travel and our guests. If you share our passion for creating a well-known airline, we want to hear from you.

 The roles are summarized.

 Alaska Airlines upholds the value of CARE in every interaction by doing everything in our power to look out for our customers and one another. In order to become the most compassionate airline in the world, we need the help of our contact centers. The managing director of guest care is in charge of supervising more than 1,500 agents, managing Contact Center operations in reservations and central baggage, ensuring first-rate customer service, and providing efficient workflow management that satisfies operational objectives and key performance indicators. To transform contact centers for the future, resulting in step-change improvements for our guests, our employees, and our cost structure, the leader must also have a business and technology mindset in addition to a strategic vision.

 Major Projects.

•  the management of a group under a leader.
•  Lead, coach, and motivate a team of contact center directors, managers, supervisors, agents, and support personnel.
•  Identify performance goals, provide constructive criticism, conduct regular performance reviews, and decide what training is needed.
•  Encourage cooperation and professional development by fostering a cooperative, welcoming work environment and union relationship.

 Contact center activities include:.

•  Control the daily operations of the contact center to guarantee their effectiveness, adherence to protocols, and satisfaction of service level agreements.
•  Develop and put into action effective strategies to increase operational efficiency and productivity.
•  Key performance indicators (KPIs) such as call quality, customer satisfaction, response times, first call resolution, agent productivity, and staffing efficiency should be monitored to identify performance gaps and increase output.

 The control of customer experience:.

•  To guarantee a consistently high level of customer service, establish and uphold service standards, monitor interactions, and address customer complaints and escalated issues.
•  Develop and put into action strategies to increase customer and employee satisfaction, loyalty, and retention.
•  Keep up with market trends and contact center management best practices to implement cutting-edge strategies and technologies.
•  Process improvement through technology.
•  Always evaluate the current technologies, workflows, and processes in order to identify and implement step change improvements and optimization.
•  Work with cross-functional teams to implement process upgrades, automation, and self-service options to streamline business processes and improve the user experience for both customers and staff.
•  Keep up with new contact center technologies and tools to benefit from the potential for increasing effectiveness and efficiency.

 Reporting and analysis:.

•  Create routine reports, examine the data, and make data-driven suggestions for improvement.
•  Give senior management performance metrics, insights, and recommendations to help them make decisions and to support their strategic initiatives.
•  Experience, education, and job-specific skills.

 Required.

•  10 years of relevant management, technological, operational, or related experience.
•  five years of management experience.
•  preferably have a bachelor's degree in business administration, management, or a closely related field, or be willing to obtain one within six years of the position's start date.
•  solid familiarity with contact center practices, technologies, and operations.
•  Excellent interpersonal, leadership, and communication skills.
•  demonstrated ability to increase productivity and achieve operational and financial objectives.
•  an analytical mindset and a data-driven decision-making process.
•  a strategy that prioritizes exceptional customer service while focusing on the needs of the customer.
•  effectively using contact center software, CRM systems, and reporting tools.
•  strong problem-solving skills and the ability to keep escalations under control.
•  flexibility to work in a constantly busy contact center environment.
•  at the very least, a high school diploma.
•  18 is the minimum age.
•  As a condition of employment in the U.S. S. S.
•  Leadership Standards Particular to the Position.
•  Own safety, behave morally, be kind, work hard, and be remarkable by adhering to our values.
•  Executive leader who, using a combination of knowledge, experience, and instincts, is fearless and emotionally secure enough to try out novel tactics and take calculated risks.
•  An innovative, fact-based, fact-based, resilient, and creative mindset that is solution-focused, with the ability to work well in a team environment that is undergoing rapid change and to manage conflict.

 Pay Slope.

•  $182,600 - $301,300 / year.
•  Total Target Compensation Range (incl. Capital and bonus).
•  $301,300 - $497,100.

 Pay Particulars.

 The pay range and total target compensation package listed above represent the expected pay offered for this position at the start of employment. Your pay will depend on a number of factors, including your location, your level of experience and skill that is relevant to the job, and your skill set. These factors will all be weighed against internal equity in comparison to other Alaska/Horizon employees. Alaska/Horizon is committed to offering competitive benefits and fair, unbiased compensation in every location where we conduct business.

 Benefits in total.

 Pay and benefits at Alaska Airlines and Horizon Air can vary depending on the company, the location, the duration of the job, the number of regularly scheduled hours worked, and the employment status.

•  Unrestricted confirmed travel on Alaska Airlines and Horizon Air is possible.
•  Comprehensive well-being programs include benefits for medical, dental, and vision care.
•  generous match in the 401k program.
•  strategies for quarterly and yearly bonuses.
•  awards for stock.
•  holidays that are generous and paid time off.
•  membership at a lounge.

 To learn more about Alaska/Horizon Total Rewards, visit our career site and click on the benefits tab.