Job description
United States, Georgia, Atlanta
Reservations & Cust. Care
31-Mar-2023
Ref #: 20167
How you'll help us Keep Climbing (overview & key responsibilities)
Reservation & Customer Care is seeking an accomplished leader to drive world class service in Delta's Reservations and Customer Care domestic field operations in Atlanta, Georgia as an Engagement Center Director (ECD). The ECD is responsible for developing the center's strategy and vision to support Delta's Flight Plan as well as leading and motivating a diverse team of over 150+ frontline sales and customer service professionals, and leadership teams in alignment with the Delta culture. The successful individual will have proven leadership attributes, strong business maturity, experience leading and developing teams, and possess a high level of accountability for achieving top results.
Unlock Potential:
- Provide direction and leadership to the customer Engagement Center Managers (ECMs) to outperform objectives and provide excellent customer service
- Build strong teams with a strong focus on leadership and frontline employee development
- Oversight in the hiring decisions of a globally diverse call center and virtual workforce, requiring specific sales, customer service and language skills
Go Beyond:
- Deliver divisional goals including high employee engagement, top tier customer satisfaction ratings, and improved operational efficiency
- Responsible for complete oversight of daily operations, resource management, facilities, and management of an annual capital and operating plan, including implementation of cost controls and reduction initiatives.
- Practices safety conscious behaviors in all operational processes and procedures
Connect:
- Promote high employee engagement while overseeing a highly motivated workforce and engaged leadership to increase employee satisfaction and great place to work initiatives, maintaining our workforce flexibility and direct relationship with our employees
- Supports corporate objectives and is a role model for the Delta brand and core values
Chart the Course:
- Must excel in a fast-paced work environment, strong influencer and experience driving change at all levels of the organization.
- Develop and execute strategies for customer service, financial performance, productivity, operating standards and technology for overall operational excellence
- Ensure effective change strategies are developed and executed with each major initiative including technology, policy, people and operations
What you need to succeed (minimum qualifications)
- Candidates for this position should have at minimum a Bachelor's degree in business or a related field or equivalent work experience
- Minimum five to seven years of leadership experience including leading teams and direct reports, including frontline
- Leader of people, who firmly believes in creating a fun, inviting work environment that results in high performance through teamwork and exemplary employee relations
- Excellent leadership skills with experience developing and mentoring talented teams
- Highly proficient in written and verbal communications and able to produce concise, relevant, strategically-driven documents and presentations
- Embraces change and operates comfortably within a rapidly changing, dynamic business environment
- Where permitted by applicable law, you 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.
- Consistently prioritizes safety and security of self, others, and personal data
- Embraces diverse people, thinking, and styles
- Possesses a high school diploma, GED, or high school equivalency
- Is at least 18 years of age and has authorization to work in the United States
What will give you a competitive edge (preferred qualifications)
n/a
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