Manager Central Baggage Service Call Center

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. 

This role is responsible for executing on the strategy for Central Baggage Service (CBS) call center at Alaska Airlines (AS), Hawaiian Airlines (HA), and Horizon Air (QX). As a people leader, the Manager CBS Call Center leads and establishes priorities for the CBS call center team through staffing decisions, department budget, call volume, forecasts, and productivity targets. 

• Develop and execute strategy with a 6–12-month horizon for the CBS call center to include employee engagement initiatives, future technology enhancements, and process and procedure improvements for customer service delivery and Department of Transportation (DOT) compliance.
• Make decisions for developing, managing, reporting and forecasting CBS call center operating budget and communication with Director and Resource Planning regarding performance.
• Lead team of Supervisors and Customer Service Agents and establish priorities for the day-to-day operation and address escalated operational issues managing staffing levels in real-time and short/long term to ensure delivery of consistent customer service and KPI performance while maintaining DOT compliance standards.
• Delegate and assign responses to formal customer complaints, ensuring compliance with DOT regulations.
• Influence and act as the liaison between the CBS Call Center and the Baggage Operations Support team, including managing escalated customer concerns and ensuring the CBS team is fully knowledgeable with system operations and the AOCS division to creatively resolve customer baggage concerns.
• Develop people through effective performance management and ongoing feedback related to service quality, call statistic expectations and safety/compliance requirements, growing and developing the team for capacity and growth, looking at performance across the team, and time management/attendance.
• Cultivate critical call center relationships by meeting regularly with the broader company call center management teams to ensure that CBS is included in new technology upgrades and leverages shared services.
• Shape the team through action, presence, and reinforcement of behaviors and empowers an inclusive team environment.
• Performs other duties as assigned. 

Required  

• 5 years of experience in call center operations or airline operations.
• 2 years of leadership experience.
• Bachelor’s degree, or an additional two years of relevant training/experience in lieu of this degree.
• Demonstrated ability to lead, motivate, and successfully communicate with a diverse workgroup and other internal departments, in person and virtually.
• Ability to set strategy and to develop and monitor action plans to execute that strategy.
• Proficiency with Microsoft Office (Word, Excel, and PowerPoint), as well as other Microsoft applications.
• Strong analytical and problem-solving skills with the ability to drive execution to implement solutions.
• Excellent written and verbal communication skills.
• Detailed oriented and highly organized, with the ability to multi-task and work independently with limited guidance in a fast-paced environment.
• High school diploma or equivalent.
• Minimum age of 18.
• Must be authorized to work in the U.S. 

Preferred 

• 2 years of station operations experience.
• Experience scheduling shift work and budget controls.
• Knowledge of airline baggage applications (e.g., NetTracer, WorldTracer, RAMP).
• Knowledge of industry baggage trends and baggage reporting systems (e.g. Dasher and Tableau). 

• Embody our values to own safety, do the right thing, be kind-hearted, deliver performance, and be remarkable.
• Create an environment where all employees feel safe and they belong. 

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.

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.

Equal Employment Opportunity Policy Statement  
It is the policy of Alaska Airlines and Horizon Air to comply with all applicable federal, state and local laws governing nondiscrimination in employment and to ensure equal opportunity in all terms, conditions, and benefits of employment or potential employment.   
We also prohibit discrimination and harassment against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, veteran status, genetic information and other legally protected categories.  
We have established an EEO Compliance Program under Section 503 of the Rehabilitation Act of 1973 (“Section 503”) and the Vietnam Era Veteran’s Readjustment Assistance Act of 1974 (“VEVRAA”).  All applicants and employees are treated without regard to their race, color, religion, sex, national origin, disability or protected veteran status. In addition, we have established an audit and reporting system to allow for effective measurement of its equal employment opportunity activities.   
To implement this policy, we will: 
(1) Recruit, hire, train and promote qualified persons in all job titles, without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information and any other legally protected categories; 
(2) Ensure that employment decisions are based only on valid job requirements; and 
(3) Ensure that all personnel actions and employment activities such as compensation, benefits, promotions, layoffs, return from layoff, Alaska Airlines and Horizon Air sponsored programs, and tuition assistance will be administered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information and other legally protected categories. 
Employees and applicants for employment will not be subjected to harassment, intimidation, threats, coercion or discrimination because they have engaged or may engage in (1) filing a complaint, (2) opposing any act or practice made unlawful by, or exercising any other right protected by, any Federal, State or local law requiring equal opportunity, including Section 503 and the equal opportunity provisions of VEVRAA, or (3) assisting or participating in any investigation, compliance evaluation, hearing, or any other activity related to the administration of any Federal, State or local law requiring equal opportunity, including Section 503 and the equal opportunity provisions  of VEVRAA. 

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.