On April 28, 2021, Avelo took flight as America’s first new airline in nearly 15 years – ushering in a new era of affordable, convenient, and reliable air travel. Founded and led by airline industry veteran, Andrew Levy, along with a team of world-class airline executives, we endeavored to build a different and better kind of airline with one mission in mind: “To inspire travel” and we’ve done so with industry-leading reliability and a caring Soul of Service. If you are looking for the opportunity to join a new and exciting airline that offers the chance to make your mark on aviation history, keep reading!
The Customer Support Shift Supervisor oversees, develops, and maintains strategic relationships with the Avelo Customer Support Center (CSC) Crewmembers, internal departments, and Customers. The Customer Support Shift Supervisor will collaborate and partner closely with the Manager, Customer Support and Director, Customer Support in the execution of the operational strategy to ensure success of our Customer interactions, control costs, drive revenue, and uphold safety standards. Additionally, the Customer Support Shift Supervisor serves CSC Crewmembers through timely coaching and mentoring, tracking attendance, and ultimately contributing to the successful development of a growing team environment.
Responsibilities:
- Utilize Microsoft Office for various tasks.
- Review and respond to emails and Teams messages.
- Monitor Power BI dashboards for anomalies.
- Manage Jira tickets, including follow-ups and distribution to frontline Crewmembers.
- Utilize Schedule Source for scheduling tasks
- Track daily attendance and schedule adherence issues
- Check for shift swap requests and time off
- Upload any documentation pertaining to Crewmembers
- Prepare for and conduct productive 1-on-1 meetings
- Coach and mentor a team of frontline Customer Support Crewmembers
- Conduct daily quality assurance monitors
- Live monitor minimum three crewmembers and complete QA forms accordingly
- Review disposition forms for completion and accuracy
- Ensure CSC Crewmembers understand and comply with all contact center objectives, performance standards, and policies
- Coach Crewmembers on promoting revenue initiatives
- Assist in recruiting, developing, training, and maintaining frontline talent
- Provide daily, weekly, monthly, and quarterly statistical data to Crewmembers regarding job performance and reinforce that key performance metrics are met and/or exceeded
- Coordination of Customer Recovery efforts (communications, notifications, Avelo Travel Funds (ATF) administration
- Validate technical issues and submit pay adjustments in Timekeeping System (Schedule Source)
- Take ownership and see to final resolution escalated customers concerns and issues
Requirements
- High School Diploma or General Education Development (GED) Diploma
- 2+ years of contact center or customer service experience
- Previous sales and/or call center leadership experience preferred
- Ability to answer continuous calls and digital messages (i.e., chat, SMS text, email, etc.)
- Ability to navigate through complex processes while interacting with a Customer
- Ability to navigate through concurrent digital interactions with more than one customer at a time
- Successful execution of testing and procedural documentation of CSC new and existing systems/programs
- Ability to successfully find simple solutions to complex issues while meeting performance standards in a quickly evolving working environment
- Knowledge of Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) and Internet Explorer
- Attention to detail and strong organizational skills
- Strong written and verbal skills
- Excellent verbal (telephone) and written communication skills, including grammar
- Strong customer service skills
- Analytical, efficient, and thorough
- Ability to remain calm and courteous under pressure and navigate tense situations
X-Factors:
- Technically proficient in working with CSC systems/programs/tools which include but are not limited to Radixx Res, Jira, ScheduleSource and MIS Airline Choice DCS
- Able to work up to 75 of their weekly scheduled shifts from the Avelo Support Center in Houston, TX
- Available to work flexible hours and to respond on short notice
- Reside in greater Houston, Texas area (preferred)
- Provide a high-speed internet connection to meet work from home requirements (25 mbps)
- Flexible and able to work at any time, including nights, weekends, and holidays
May perform other responsibilities as assigned. Responsibilities and duties may change when circumstances dictate. (e.g., emergencies, changes in workload, rush initiatives or technical developments).
Avelo is an Equal Opportunity Employer.
