Tuesday , April 16 2024

Spirit Airlines Careers – Guest Care Supervisor

Website Spirit Airlines

Job Description:

Unique opportunity to transform the quality standards for Spirit’s Guest Care and Guest Relations. Candidate must demonstrate out of the box thinking that will focus on automation, leveraging analytics and process improvement. Responsible for assessing the quality of the performance of our Contact Centers and BPOs who deal with our existing and potential Guests. The Supervisor will monitor inbound and outbound calls and emails responses to assess agents demeanor, technical accuracy, Guest service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the Guest’s overall experience.

Job Responsibilities:

  • Monitors and reports program performance against service level agreements and performance standards. Develop action plans for performance improvement when opportunities are identified.
  • Facilitates calibration activities with BPO vendors and works collaboratively with the vendor operations team, and training to ensure consistency in quality service standards.
  • May perform other responsibilities as assigned. Responsibilities and duties may change when circumstances dictate (e.g. emergencies change in workload, rush jobs or technical developments).
  • Business owner for Calabrio quality monitoring and speech analytics. Optimize Calabrio to automate quality audits, scorecards, and identification of top call drivers.
  • Ensure quality reviews are conducted and analyzes the evaluations to identify trends and opportunities to improve the performance and business trends.
  • Has oversight of a dedicated team of quality analysts that perform audits and root cause analysis.
  • Transform the quality management strategy and maintains a quality plan for the Guest Care Contact Centers, Guest Relations, Document quality standards, quality scorecards, monitoring, coaching, performance metric assessment, vendor calibration and performance improvement action plans.

Job Requirements:

  • Ability to work under competing business objectives and the skill to prioritize and identify tasks that will drive the greatest ROI.
  • Strong interpersonal skills: Professional. Courteous, friendly and empathetic.
  • Excellent oral and written communication skills.
  • Collaborative team player that works well with cross functional departments.
  • Strong presentation skills. Ability to “Tell the Story” and articulate trends to senior leadership
  • Analytical skills to identify business trends.
  • Self-motivated and intellectually curious to drive automation and process optimization.

Qualification & Experience:

  • Leadership experience managing quality assurance analysts and outsourced business partners.
  • Experience with Speech Analytics and quality automation, i.e. Calabrio, Verint, CallMiner, Nice inContact
  • 3-5 years’ experience required
  • Bachelor’s degree or equivalent experience required.
  • COPC, Six Sigma, or Agile Certification preferred.
  • Expertise in Excel, SQL, Power BI experience.

Job Details:

Company: Spirit Airlines

Vacancy Type: Full Time

Job Location: Fort Worth, TX, US

Application Deadline: N/A

Apply Here