1+ months

Supervisor, CRA

Airlines Reporting Corporation
Arlington, VA 22201
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  • Job Code
    112195982
Location: US-VA-Arlington
Job ID: 2019-1898
# of Openings: 1
Category: Customer Operations and Support


Position Sumary

As a Customer Care Center Supervisor, you will oversee the daily activities of call center representatives and ensure that customers are provided accurate, complete and timely resolution to their inquiries. You will provide representatives with training, tools, and knowledge needed to successfully manage all customer interactions by telephone and email. In addition, you will provide coaching, feedback and development to representatives based monthly customer interaction performance metrics and individual performance in other areas. You will ensure a positive and productive work environment with a focus on retention and development of talent.

What You'll Get to Do:
  • Oversee daily activities of call center representatives to ensure customers are served to satisfaction; ensure workforce management is effectively implemented to optimize the productivity of call center team members on departmental key performance indicators.
  • Establish and maintain relationships with team members that promote a productive and harmonious atmosphere. Guide and motivate team members to achieve individual and departmental goals.
  • Provide coaching, feedback and development to call center representatives based on monthly customer interaction performance metrics and other individual performance areas; Provide training, tools, and knowledge to call center representatives to ensure successful customer interactions.
  • Serve as escalation point for more difficult and complex customer issues; Manage customer complaints in a professional manner, according to departmental procedures; Answer incoming calls during periods of high call volume
  • Represent the Customer Care Center in internal meetings and participate in new product development projects that impact customers.
  • Identify process improvements and take a lead role in communicating the needs and coordinating plans for implementation
  • Oversee department quality standard achievement thru monthly monitoring of reports.


You'll Bring These Qualifications:
  • Associate's degree (Bachelor's degree preferred)
  • 4+ years supervisory/team lead experience in a call center, help desk or reservation center preferred.
  • Monday - Friday shift work required and may have to work outside of normal business hours
  • Must possess strong PC skills in an MS Windows environment. Proficiency in the following software packages is required, as is the ability to learn other/new software packages quickly and completely: MS Word, MS Excel
  • Knowledge of and familiarity with ARC's processes, procedures and systems preferred.


What We Can Offer You:
  • Our team is motivated, creative, collaborative and solutions-oriented. We think big, we embrace challenges, and we explore new ideas to lead the way for the travel industry.
  • Our employees value the flexibility at ARC that allows them to truly balance their professional lives and personal lives.
  • We offer a highly competitive, progressive benefits package and hands-on learning and development opportunities.
  • For more than half a century, ARC has been a trusted provider of settlement services, settling more than $86 billion in transactions between airlines and travel agencies each year.


EOE M/F/D/V Females and Minorities Encouraged to Apply

PI112195982

<b>Location: </b>US-VA-Arlington<br/><b>Job ID: </b>2019-1898<br/><b># of Openings: </b>1<br/><b>Category: </b>Customer Operations and Support<br/><br/><br/><b>Position Sumary</b><br><br>As a Customer Care Center Supervisor, you will oversee the daily activities of call center representatives and ensure that customers are provided accurate, complete and timely resolution to their inquiries. You will provide representatives with training, tools, and knowledge needed to successfully manage all customer interactions by telephone and email. In addition, you will provide coaching, feedback and development to representatives based monthly customer interaction performance metrics and individual performance in other areas. You will ensure a positive and productive work environment with a focus on retention and development of talent.<br><br><strong>What You'll Get to Do:</strong><br><ul><li>Oversee daily activities of call center representatives to ensure customers are served to satisfaction; ensure workforce management is effectively implemented to optimize the productivity of call center team members on departmental key performance indicators.</li><li>Establish and maintain relationships with team members that promote a productive and harmonious atmosphere. Guide and motivate team members to achieve individual and departmental goals.</li><li>Provide coaching, feedback and development to call center representatives based on monthly customer interaction performance metrics and other individual performance areas; Provide training, tools, and knowledge to call center representatives to ensure successful customer interactions.</li><li>Serve as escalation point for more difficult and complex customer issues; Manage customer complaints in a professional manner, according to departmental procedures; Answer incoming calls during periods of high call volume</li><li>Represent the Customer Care Center in internal meetings and participate in new product development projects that impact customers.</li><li>Identify process improvements and take a lead role in communicating the needs and coordinating plans for implementation</li><li>Oversee department quality standard achievement thru monthly monitoring of reports.</li></ul><br><br><strong>You'll Bring These Qualifications:</strong><br><ul><li>Associate's degree (Bachelor's degree preferred)</li><li>4+ years supervisory/team lead experience in a call center, help desk or reservation center preferred.</li><li>Monday - Friday shift work required and may have to work outside of normal business hours</li><li>Must possess strong PC skills in an MS Windows environment. Proficiency in the following software packages is required, as is the ability to learn other/new software packages quickly and completely: MS Word, MS Excel</li><li>Knowledge of and familiarity with ARC's processes, procedures and systems preferred.</li></ul><br><br><strong>What We Can Offer You:</strong><br><ul><li>Our team is motivated, creative, collaborative and solutions-oriented. We think big, we embrace challenges, and we explore new ideas to lead the way for the travel industry.</li><li>Our employees value the flexibility at ARC that allows them to truly balance their professional lives and personal lives.</li><li>We offer a highly competitive, progressive benefits package and hands-on learning and development opportunities.</li><li>For more than half a century, ARC has been a trusted provider of settlement services, settling more than $86 billion in transactions between airlines and travel agencies each year.</li></ul><br><br>EOE M/F/D/V Females and Minorities Encouraged to Apply<br/><br/> <img src="https://analytics.click2apply.net/v/g2PqbqInV2Z7ixaAIljVN"> <p>PI112195982</p>
Posted: 2019-07-22 Expires: 2019-08-23

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Supervisor, CRA

Airlines Reporting Corporation
Arlington, VA 22201

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