About the role
Company Alaska Airlines
The Team
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.
Role Summary
The Director, Call Center Operations & Technology oversees contact routing, contact center technology, workforce planning, operational performance and budgeting for all Alaska Airlines and Hawaiian Airlines contact center locations. This Director is responsible for delivering exceptional guest and agent service through efficient operations, innovative technology solutions, and high performing teams. The ideal candidate brings deep expertise in contact center management and technology with a strong focus on scalability, digital transformation, and guest satisfaction.
Key Duties
+ Actively manages daily operations of Alaska Airlines’ contact centers to ensure tools/technology are working effectively and the operation is staffed appropriately based on real-time state of the airlines’ operations.
+ Drives operational excellence through process and technology optimization, resource planning, and workforce management.
+ Develops and executes the contact center technology vision and roadmap.
+ Oversees deployment and integration of contact center tools/technology.
+ Partners with IT, vendors, and internal stakeholders to sustain and modernize contact center platforms, tools, technology, and infrastructure.
+ Champions a culture that continuously seeks opportunities to improve guest and agent experience along with operational efficiency
+ Utilizes data and feedback to understand and articulate health of the operation, identify pain points and inefficiencies, and drive enhancements.
+ Develops and executes comprehensive workforce management (WFM) strategies to ensure adequate staffing based on forecaste…
