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Team Lead, Contact Center - Quality Insights

American Airlines Dallas, TX
team lead team management drive team member analysis stakeholders meetings legal collective bargaining bargaining lead
February 28, 2023
American Airlines
Dallas, TX

As noted above, this list is intended to reflect the current job but there may be additional essential functions (and certainly non-essential job functions) that are not referenced.  Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations.

  • Lead a team of Analysts in providing timely and actionable insights to contact center leaders to drive improvement within the operation and frontline team member performance

  • Understands the varying and unique needs of the contact centers and channels in which the Quality Team supports

  • Utilize text analytics queries and reporting capabilities within Nexidia to identify Quality related operational and behavioral insights

  • Assign ownership of initiatives and ad hoc projects, including scope and deadlines

  • Reviews outputs and develops team member analysis and presentation skills

  • Gathers, analyzes, and interprets data to support efficiency gains, increase customer satisfaction, capitalize on revenue opportunities, and reduce knowledge gaps

  • Partner with various stakeholders to understand business needs, goals and requirements and drive on-going initiatives and ad hoc projects

  • Conducts project meetings; complete project tracking/analysis reports; report to management and business owners regarding project progress, issues, and risks

  • Identifies barriers/solutions and communicates with key stakeholders to provide intervention

  • Create an environment of trust, collaboration, and teamwork where ideas, suggestions, and feedback are freely shared

  • Conduct Team Meetings, one on ones, performance conversations, and career development sessions with direct reports

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