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Manager Guest Empowerment Support

Cottonwood Heights, Utah, United States

Working at Breeze Airways is an exciting endeavor and a serious commitment to bring “The World’s Nicest Airline” to life. We work cross-functionally with truly awesome Team Members to deliver on our mission: “To make the world of travel simple, affordable, and convenient. Improving our guests travel experience using technology, ingenuity and kindness.”

Breeze is Hiring - Join us!

The Manager Guest Empowerment Support helps set, establish, and execute guidelines, polices, and processes for the contact center with a digital-first Guest communication strategy. This Leader oversees remote Guest Empowerment Team Supervisors and Team Members who provide information and assistance to Guests and complete back-office tasks. This position helps assess resource management and ensure appropriate staffing across the contact center. This Leader must be able to quickly flex between tactical execution, operational work, and strategic foundation setting.

Here's what you'll do

  • Play a role in the hiring of Guest Empowerment Support Supervisors and Team Members to ensure culture and value fit
  • When warranted, action the separation of unsatisfactorily performing Team Members in cooperation with People Services
  • Play a role in the development of Guest Empowerment Team Members to encourage high performance and individual growth, in alignment with Breeze’s cultural values and the needs of the contact center
  • Partner with internal departments and stakeholders to continuously improve the Guest experience
  • Set a standard of service that matches the Excellence value
  • Identify and implement success metrics for the contact center
  • Maintain and increase job knowledge by studying new product opportunities and embracing educational opportunities
  • Share responsibility for managing department budget and cost control measures
  • Other Guest support and service functions as needed
  • Achieve performance measures and adhere to established standards in conjunction with Breeze Aviation Group Values of Safety, Kindness, Integrity, Ingenuity and Excellence

Here's what you'll need to be successful

Minimum Qualifications

  • Customer Service Experience 5+ years
  • Leadership Experience 3+ years
    • Leadership experience with teams on digital, in-person, or telephone communication
    • Experience growing and developing a team in line with business needs
  • Bachelor’s degree or equivalent experience in a customer service role
  • Type minimum of 60 WPM
  • Ability to pass a skills assessment test
  • Must have authorization to work in the US as defined by the Immigration Reform Act of 1986
  • Must be at least 18 years of age

Preferred Qualifications

  • Master’s degree
  • Experience with implementing PSS and/or Omni-Channel contact center software
  • Bi-lingual (English and Spanish)
  • Experience with Navitaire and/or Gladly systems administration
  • Experience in Program or Project Management

Skills/Talents

  • Willing to learn and adhere to company values and vision
  • Proven history of excellence in customer service
  • Demonstrated critical-thinking, decision-making, problem-solving, reasoning, and multi-tasking skills
  • Familiarity with implementing PSS or parts of a PSS suite
  • Professional written and verbal communication skills
  • Strong attention to detail
  • Ability to set priorities in a fast-paced and ever-changing environment
  • Proficiency in Microsoft Office Suite
  • Physical ability to lift 50 pounds at times

Perks of the Job

  • Health, Vision and Dental
  • Health Savings Account with Breeze Employee Match
  • 401K with Breeze Employee Match
  • PTO
  • Travel on Breeze and other Airlines too!

Breeze Airways provides equal employment opportunities to all Team Members and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.  This policy applies to all terms and conditions of employment, including recruiting hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Breeze Airways will never request your Social Security Number, Driver’s License or Date of Birth on our job postings. Job Postings requesting any or all of this information should be regarded as a scam. To ensure you are applying to an actual Breeze Airways posting, please apply online at www.flybreeze.com  then click “Careers” at the bottom of the page.

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