The Senior Manager of Reservations is responsible for the leadership, strategic planning, and vendor management of all services delivered through Hawaiian’s outsourced contact center operations, including customer service delivery, quality management, SLA and KPI management, workforce management, process and technology innovation, continuous improvement, and training delivery.
-Management of outsourced contact center operations and Hawaiian’s vendor management team
-Ensuring the delivery of all contractual SLAs and KPIs, including but not limited to services levels, overall efficiency, guest satisfaction, staffing utilization, attrition, and financial performance
-Ensuring the consistent delivery of Hawaiian’s high customer service standards across all communication channels – voice, chat, messaging, email, and social media
-Analysis and implementation of technology and process improvements to improve the effectiveness and quality of contact center operations
-Own all regulatory compliance and emergency response activities
-Planning and coordination with internal customer base to ensure alignment on shared goals and objectives in support of the efficient management of contact center-supported programs, products and services
-Other duties as assigned
-Bachelors degree or equivalent years of experience
-5+ years of management experience within a call/contact center operation
-Proven leadership ability within a fast-paced, dynamic, regulatory, and metrics-oriented environment
-Ability to effectively analyze operational metrics in order to inform business decisions, as well as improvement opportunities
-Excellent organizational, presentation, analytical, written and verbal communication skills
-Proficiency in Microsoft Excel, Word, and PowerPoint
-Must be willing to travel internationally as needed in support of outsourced contact center operations
-Experience working at an airline or hospitality focused call/contact center
-Experience working within a complex call/contact center operation supporting multiple functions and communication channels
-Experience with a Global Distribution System (GDS), such as Sabre
-Experience with airlines passenger tariffs, and fare and ticketing rules
About Hawaiian Airlines
Hawaiian® has led all U.S. carriers in on-time performance for each of the past 14 years (2004-2017) as reported by the U.S. Department of Transportation. Consumer surveys by Condé Nast Traveler, Travel + Leisure and TripAdvisor have placed Hawaiian among the top of all domestic airlines serving Hawai‘i.
Now in its 89th year of continuous service, Hawaiian is Hawai‘i’s biggest and longest-serving airline. Hawaiian offers non-stop service to Hawai‘i from more U.S. gateway cities (11) than any other airline, along with service from Japan, South Korea, China, Australia, New Zealand, American Samoa and Tahiti. Hawaiian also provides approximately 170 jet flights daily between the Hawaiian Islands, with a total of more than 250 daily flights system-wide.
Hawaiian Airlines, Inc. is a subsidiary of Hawaiian Holdings, Inc. (NASDAQ: HA). Additional information is available at HawaiianAirlines.com. Follow Hawaiian’s Twitter updates (@HawaiianAir), become a fan on Facebook (Hawaiian Airlines), and follow us on Instagram (hawaiianairlines). For career postings and updates, follow Hawaiian’s LinkedIn page.
For media inquiries, please visit Hawaiian Airlines’ online newsroom.