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 voice and omni channel contact routing, workforce planning, operational performance and budgeting for all Alaska Airlines contact center locations. This Director provides a strategic vision for the contact centers related to all technology, including both telephony and desktop systems.

Key Duties

• In partnership with ITS, establishes the contact center long-term telephony and network technological vision.
• Drives operational performance improvements and strategies by leading a team that conducts special analyses and reviews for new system implementations, programs, and/or enhancements to the routing logic.
• Directs contact center network operations and staffing, including forecasting and planning.
• Own the contact center routing technology solutions used for managing incoming volume.
• Builds and sustains productive working relationships with technology and service vendors and suppliers.
• Evaluates, recommends and executes new programs and technology solutions, including negotiating cost-effective vendor contracts and applicable service level agreements (SLAs).
• Serves as the subject matter expert for maintaining and reporting on contact center metrics.
• Ensures call center leadership is kept informed of operational status on a daily basis.
• Directs contact center performance measures, including staffing levels, and leads the development of actions to drive efficiencies and improvements.
• Coordinates the development and implementation of operational and budget plans to ensure all workgroups meet or exceed their operational performance and financial objectives.
• Prepares written proposals and business cases to support recommendations.
• Stays abreast of industry advances and incorporates new technology, practices, and procedures to create best-in-class contact centers.
• Develop people through effective performance management and ongoing feedback, focusing on fostering. strategic and systems thinking, development of talent, and succession planning across teams and disciplines.
• Shape culture of the team through action, presence, and reinforcement of behaviors.

Job-Specific Experience, Education & Skills

Required

• 8 years of contact center operational management experience.
• 5 years of leadership experience, with at least 2 of those years directly leading people.
• Bachelor’s degree, or an additional 2 years of relevant training/experience in lieu of this degree.
• In-depth experience in contact center operations, technology and workforce planning.
• Demonstrated project and change management skills and a thirst for applying research and best practices to existing business problems.
• Proven ability to influence change and initiate actions that have a strategic impact and develop high performing, cross-functional teams.
• Strong problem-solving skills and the ability to develop new ideas to improve safety, compliance, efficiency, and cost.
• Strong interpersonal skills, with the ability to create collaborative relationships that drive outcomes in the best interest of the company.
• High school diploma or equivalent.
• Minimum age of 18.
• Must be authorized to work in the U.S.

Job-Specific Leadership Expectations

• Embody our values to own safety, do the right thing, be kind-hearted, deliver performance, and be remarkable.
• Sound, strategic thinker with a track record of demonstrating good judgement, strong business acumen, and executing plans with a sense of urgency and a mind for safety.
• Positive, executive-level presence, along with top-notch written and verbal communication, public speaking, influence, and motivational skills.
• Innovative, apolitical, resilient, fact-based, and a creative, solutions-focused mindset, with the ability to thrive in a rapidly-changing, collaborative environment, and to manage conflict.

Starting Rate

Salary Range

$116,900 - $192,900 / year

Bonus

Salary Details

The pay range and total target compensation package listed above is the expected pay offered for this position at the start of employment. Your pay will be based on multiple factors, including and not limited to location, your relevant experience/level, experience level, and skillset while balancing internal equity relative to other Alaska/Horizon employees. Alaska/Horizon is committed to fair, unbiased compensation along with competitive benefits in all locations in which we operate.

Total Rewards

Alaska Airlines and Horizon Air pay and benefits can vary by company, location, number of regularly scheduled hours worked, length of employment, and employment status.

• Free stand-by travel privileges on Alaska Airlines & Horizon Air with high priority status
• Select number of confirmed travel credits provided annually
• Comprehensive well-being programs including medical, dental and vision benefits
• Generous 401k match program
• Quarterly and annual bonus plans
• Generous holiday and paid time off

For more information about Alaska/Horizon Total Rewards please visit our career site and view benefits.

FLSA Status

Exempt

Employment Type

Full-Time

Regular/Temporary

Regular

Requisition Type

Management

Apply by 7:00 PM Pacific Time on

1/12/2024

Location

Seattle - Call Centers

Equal Employment Opportunity

We are proud to be an Equal Employment Opportunity (EEO) and Affirmative Action (AA) employer that is committed to diversity, equity, and inclusion. We take affirmative action to ensure equal opportunity for all qualified applicants and employees and do not discriminate based upon race, color, religion, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disability status, genetic information (including family medical history), political views or activity, or other legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law. We may use your information to maintain the safety and security of Alaska Airlines and Horizon Air, its employees, and others as required or permitted by law. People of color, women, LGBTQIA+, immigrants, veterans, and persons with disabilities are encouraged to apply.

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