Call Center Operations Specialist I

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 Call Center Operations Specialist oversees call center systems, real-time operation for our call center locations (reservation offices, customer care, cargo, Central Baggage System and passenger record support), first level support for all of our home agents, and customer re-accommodation during irregular operations, including customer outbound notification messaging.

Key Duties

• Oversees day-to-day technical and workforce planning through monitoring and adjusting staffing levels and management of key technical systems to meet daily, weekly, and monthly key performance indicators (KPI’s).
• Collaborates with Systems Operations Control (SOC) to ensure timely notification to all impacted customers during irregular operations through outbound notification messaging.
• Administers the flight re-accommodation tool to provide timely passenger protection and notification for guests impacted by delayed or canceled flights.
• Provides first-level response to call center system outages and issues and notifies ITS and appropriate vendors to ensure trouble tickets are opened and tracked.
• Provides first-level support and troubleshooting for home agent technical difficulties.
• Serves as the communication focal point and ensures the call center leadership team is aware of all service-impacting issues and actions taken to correct performance.
• Effectively communicates irregular operations, processes, and technical issues that impact the call center agent function.
• Determines when to enact the call center irregular operational plan to accommodate extreme technical or operational issues.
• Partners with the Workforce Planning team to make real-time adjustments to call volume and handling time forecasts and to ensure staffing level is appropriate for unforeseen changes.
• Maximizes cost savings by administering staff adjustments (SA) to award time off without pay during overstaffed periods.
• Closely monitors call/chat/queue volumes and adjusts staff appropriately to meet the operational needs.
• Provides daily operational report to Call Center Leadership.
• Activates call center emergency plan in the event of an aircraft emergency.
• Uses the Beyond Service framework to promote a team of high performance professionals focused on exceeding customer expectations.

Job-Specific Experience, Education & Skills

Required

• Bachelor’s degree or 2 years of experience in lieu of this degree.
• Advanced proficiency with Microsoft Office applications (e.g., Word, Excel, PowerPoint, and Outlook).
• Knowledge of technical resources used in the call center (e.g. telephone, IMAGE, reporting systems).
• Self-motivated and able to make sound, analytically-driven decisions in a fast-paced environment.
• Strong written and verbal communication, with the ability to interact with varying organizational levels.
• Attention to detail and the ability to quickly learn new systems and processes.
• High school diploma or equivalent.
• Minimum age of 18.
• Must be authorized to work in the U.S.

Preferred

• 1 year of call center experience.
• Experience using Aspect e-Workforce Management.

Job-Specific Leadership Expectations

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

Salary Range

$49,200 — $68,900 / 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 Non-Exempt

Employment Type Full-Time

Regular/Temporary Regular

Requisition Type Management

Apply by 7:00 PM Pacific Time on 12/26/2024

Location Seattle – Other

Equal Employment Opportunity 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.

Government Contractor & Department of Transportation (DOT) Regulations Alaska Airlines & Horizon Air are regulated by the Department of Transportation (DOT – regulations, 49 CFR part 40) and all applicants are advised that post-offer and/or pre-employment drug testing will be conducted to determine the presence of marijuana, cocaine, opioids, phencyclidine (PCP) and amphetamines or a metabolite of these drugs prior to any offer or employment or transfer into a safety-sensitive position. Failure to submit to testing or positive indications of drug use will render the applicant ineligible for employment with Alaska Airlines/Horizon Air and any employment offer will be withdrawn.

I: Y – ASMG

Z: Y – FL

L: #LI-B

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Requisition ID 2024-13553

Category Corporate & Operations

Apply by 7:00 PM Pacific Time on 12/26/2024

Employment Type Full-Time

FLSA Status Non-Exempt

Regular/Temporary Regular

Requisition ID 2024-13553

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. If you’d like to view a copy of our affirmative action plans, please fill out an AAP Inspection Request Form. People of color, women, LGBTQIA+, immigrants, veterans, and persons with disabilities are encouraged to apply.

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