Operational Performance:Oversee daily key performance indicators (KPIs) including service level, average handle time (AHT), first-contact resolution (FCR), customer satisfaction (CSAT), and occupancy. People Leadership: Lead, coach, and develop a multi-tiered team of managers, supervisors, and hundreds of frontline reservation and customer care specialists. Irregular Operations (IROP) Management: Coordinate customer recovery, reaccommodation strategies, and messaging during severe weather, system outages, or major network disruptions. Workforce Management & Budgeting: Partner with WFM (Workforce Management) and finance teams on long-term forecasting, scheduling, capacity planning, and labor cost control.
