Company Alaska Airlines

The Team

Guided by our purpose, core values, and leadership principles, we are creating an airline people love. Our corporate teams set the strategies and operational plans to ensure the success of our company. Whether we use our expertise in accounting, human resources, finance, planning, legal, marketing, or any of our operational divisions, our shared passion for travel and our guests is what motivates us to achieve excellence each day. If you share our passion for creating an airline people love, we want to hear from you.

Role Summary

The Manager, Call Center Ops & Workforce Planning leads a team that is responsible for the operational performance and real time oversight of call center systems, incoming volume, staffing levels and workforce planning for the Reservation Call Centers, Central Baggage Services, Customer Care, and Passenger Record Support totaling over 1350 representatives. The Manager is responsible for managing a 24/7 operation and meeting KPIs for each line of business. The Manager Call Center Ops & Workforce Planning fosters an environment where all employees feel valued, connected, and committed to Alaska Airlines.

Key Duties

• Leads and develops a team of workforce planning and call center operation specialists through mentoring and coaching for professional development, growth, and engagement.

• Provides day-to-day Call Center Operation (CCO) oversight to ensure each line of business meets daily/weekly/monthly key performance indicators (KPI’s).

• Owns accurate forecasting of contact center volumes and required staff through workforce adjustments and soft time management.

• Ensures the CCO team provides timely first level technical support to all frontline staff.

• Owns the delivery and administration of long-term workforce planning, including the creation of shift bids, holiday bids and annual vacation bid for all lines of business.

• Administers the Alvaria e-Workforce Management (eWFM) and WFO system.

• Coordinates the training and scheduling of all personnel, temporary and permanent, who oversee the real-time operation, and ensures all staff are proficient.

• Closely integrates with the call center technology team on routing strategy and logic to ensure efficient utilization of agent workforce and achievement of daily/weekly/monthly call center performance goals.

• Analyzes daily call center scorecard metrics to determine performance/root cause factors and prepares corrective actions and continuous improvement recommendations in partnership with call center leadership.

• Collaborates with the Training and Development teams to coordinate upskilling training to ensure adequate support coverage.

• Ensures call center leadership is aware of all service-impacting issues and actions taken to correct performance, potentially requiring on-call work and responses during off-schedule hours.

• Maintains and communicates overtime (OT) plan and policy, operational action plans, and staffing adjustments (SA) processes and procedures.

• Serves as a subject matter expert for call center reporting of contact center metrics.

• Closely partners with the Director, Call Center Ops & Technology to develop the operational budget plans to ensure all workgroups meet or exceed their operational performance and financial objectives.

• Maintains close partnership between CCO, Systems Operations Control (SOC) and Guest Operations to ensure timely notification to impacted customers during irregular operations through outbound notification messaging which includes administration of the Reacomm tool.

• In coordination with the Call Center Technology Program Manager, maintains the CCO Emergency Response Checklist, and conducts CCO drills for emergency situations.

• Builds and maintains cooperative relationship with Union representatives.

• Performs other duties as assigned.

Job-Specific Experience, Education & Skills

Required

• A minimum of 5 years of experience in call center operations.

• A minimum of 2 years of contact center leader experience, with proven operational management skills.

• Bachelor’s degree, or an additional two years of relevant training/experience in lieu of this degree.

• Strong analytical and leadership skills.

• Strong communication (e.g., verbal, written, and listening) and interpersonal skills to interact with people at varying levels both internally and externally.

• Self-motivated, with the ability to learn quickly.

• Detailed oriented and highly organized, with ability to prioritize, multi-task, and work independently with limited guidance in a fast-paced environment.

• Ability and willingness to provide on-call work and responses during off-schedule hours.

• High school diploma or equivalent is required.

• Minimum age of 18.

• Must be authorized to work in the U.S.

Preferred

• A minimum of 3 years of airline experience, with proven operational management skills.

• Experience using e-Workforce Management and e-Schedule Planning Systems.

• Forecasting, planning, and scheduling knowledge.

• Knowledge of COPS contract for bidding processes and work rules.

Job-Specific Leadership Expectations

• Embody our values to own safety, do the right thing, be kind-hearted, deliver performance, and be remarkable.

• Create a diverse and inclusive culture where all employees feel safe, included and they belong.

Salary Range

$90,400 -- $135,600 / year

Salary Details

Pay will be based on multiple factors, including and not limited to location, relevant experience/level and skillset while balancing internal equity relative to other Alaska/Horizon employees. Alaska/Horizon is committed to fair, unbiased compensation along with competitive benefits in all locations in which we operate.

Note: We don’t typically hire at the top of the range.

Total Rewards

Alaska Airlines and Horizon Air pay and benefits can vary by company, location, number of regularly scheduled hours worked, length of employment, and employment status.

• Free stand-by travel privileges on Alaska Airlines & Horizon Air

• Comprehensive well-being programs including medical, dental and vision benefits

• Generous 401k match program

• Quarterly and annual bonus plans

• Generous holiday and paid time off

For more information about Alaska/Horizon Total Rewards please visit our career site and view benefits.

FLSA Status Exempt
Employment Type Full-Time
Regular/Temporary Regular
Requisition Type Management
Apply by 7:00 PM Pacific Time on 7/2/2024
Location Seattle
Equal Employment Opportunity We are proud to be an Equal Employment Opportunity (EEO) and Affirmative Action (AA) employer that is committed to diversity, equity, and inclusion. We take affirmative action to ensure equal opportunity for all qualified applicants and employees and do not discriminate based upon race, color, religion, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disability status, genetic information (including family medical history), political views or activity, or other legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law. We may use your information to maintain the safety and security of Alaska Airlines and Horizon Air, its employees, and others as required or permitted by law. People of color, women, LGBTQIA+, immigrants, veterans, and persons with disabilities are encouraged to apply.
I: Y - MG
Z: Y - FL
L: #LI-B
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Job Locations USA-WA-Seattle
Requisition ID 2024-12349
Category Corporate & Operations
Workplace Type Onsite