Customer Service Manager, Airport Workforce Management

Welcome to American Airlines – one of the world's largest airlines, known for our top-notch customer service and commitment to excellence. We are currently seeking a highly motivated and experienced individual to join our team as a Customer Service Manager, Airport Workforce Management. In this role, you will be responsible for managing and overseeing the daily operations of our airport workforce, ensuring that our customers receive the best service possible. We are looking for a candidate who is passionate about customer service, has strong leadership skills, and thrives in a fast-paced and dynamic environment. If you are ready to take your career to new heights and be a part of a team dedicated to providing exceptional service, we encourage you to apply for this exciting opportunity.

1. Oversee and manage the daily operations of the airport workforce, including scheduling, training, and performance management.
2. Ensure that all staff members are providing top-notch customer service to all American Airlines customers.
3. Develop and implement strategies to improve and maintain high levels of customer satisfaction.
4. Monitor and analyze customer feedback and make necessary changes to improve service.
5. Collaborate with other departments, such as flight operations and maintenance, to ensure smooth and efficient operations.
6. Lead and motivate a team of customer service representatives, setting clear goals and expectations.
7. Develop and implement training programs to ensure staff members are equipped with the necessary skills and knowledge to provide exceptional service.
8. Oversee and manage budget for the airport workforce, ensuring efficient use of resources.
9. Handle and resolve customer complaints and issues in a timely and professional manner.
10. Stay updated on industry trends and best practices to continuously improve customer service operations.
11. Conduct regular performance evaluations and provide feedback and coaching to staff members.
12. Ensure compliance with all company policies, procedures, and regulations.
13. Represent American Airlines in a professional and positive manner at all times.
14. Work closely with other departments to develop and implement strategies to improve overall customer experience.
15. Collaborate with human resources to recruit, hire, and onboard new staff members.
16. Maintain accurate records and reports related to airport workforce management.
17. Handle any emergencies or unexpected situations that may arise at the airport.
18. Foster a positive and inclusive work environment for all staff members.
19. Continuously seek opportunities for process improvements and cost savings.
20. Adhere to all safety and security regulations to ensure the safety of customers and staff members.

According to JobzMall, the average salary range for a Customer Service Manager, Airport Workforce Management in Charlotte, NC, USA is $50,000-$70,000 per year. Factors such as experience, qualifications, and specific job duties may affect the actual salary for an individual in this role.

American Airlines Group, Inc. is a holding company whose business activity is the operation of a network carrier through its principal wholly-owned mainline operating subsidiary, American. The company provides air transportation for passengers and cargo. It cargo division provides a range of freight and mail services, with facilities and interline connections available across the globe.