Specialist

United States, Georgia, Atlanta

Reservations & Cust. Care

01-Jun-2023

Ref #: 21266

How you'll help us Keep Climbing (overview & key responsibilities)

• Role models Delta's Rules of the Road and core values
• Practices safety-conscious behaviors in all operational processes and procedures.
• Lead the existing W@H program inclusive of specialist and Brand Advisor pilot program
• Lead the development and implementation of the go-forward W@H model
• Establish effective relationships and feedback loops between specialists and Customer Engagement Center leaders
• Partner with Reservations & Care teams on all program aspects including Hiring, Training, Resource Planning, People & Performance, Communications, Employee Engagement, Employee Engagement Council (EEC), Network Operations Center (NOC), Safety & Wellbeing, Emergency Preparedness and others
• Engage with cross divisional partners including Human Resources, Legal, Corporate Real Estate, Finance, Technology, and others
• Engage with other divisions with Work-at-Home programs (Delta Vacations, ACS, Cargo, Global Sales, etc.) to share best practices and strategies
• Conduct ongoing benchmarking of other companies Work-at-Home programs both inside and outside of the airline industry
• Review current Reservations Engagement Center facilities
• Prioritize facilities needs and develop implementation plan
• Support ongoing facilities initiatives as well as new requests while engaging cross-divisionally and with Deltas facility partners to ensure execution
• Some travel required

Benefits and Perks to Help You Keep Climbing

What you need to succeed (minimum qualifications)

• Demonstrate initiative and self-direct work with an ability to manage multiple priorities under aggressive deadlines.
• Strong influencing skills to drive positive outcomes, strategic thinking and creative problem-solving skills
• Proficiency in written and oral communications and ability to translate data into a logical and actionable story
• Experience pulling, analyzing, and synthesizing data
• Strong project management skills and experience
• Candidates for this position should have at minimum a Bachelor's degree or 3-4 years of relevant work experience in program and stakeholder management work
• Must be performing satisfactorily in present position
• Models Delta's Rules of the Road and core values
• Practices safety-conscious behaviors in all operational processes and procedures
• Demonstrates that privacy is a priority when handling personal data
• 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)

• Familiarity with call center facilities, environment and associated workstreams
• Airline experience
• Masters of Business Administration (MBA) or comparable post graduate degree
• Familiar with Res systems, e.g. Avaya, Omnipro, Amazon Web Services (AWS)
• Experience in Tableau dashboard development, Excel, PowerPoint, Hyperion and/or SAS or similar software products