Lead Agent, Customer Services, Barcelona BCN

Intro

Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!

Why you'll love this job

This position is part of the Barcelona airport team. You will report to the General Manager/Airport Services Manager and provide front-line leadership and team building with own or contracted staff to ensure a safe and reliable operation providing outstanding customer service, while maintaining and exceeding the company’s goals within a defined cost structure.You will be part of and a subject matter expert of the different areas of the airport operation, provide hands-on guidance to own and contracted staff to comply with company rules and regulations as well as meet and exceed operational targets.

What you'll do

Coordinate the overall operation and act as highest point of escalation on the day (in GM absence)

Conduct ticketing/gate/check-in/BSO functions (as required at the station)

Lead and direct team member and vendor activities, i.e. work with General Manager/Airport Services Manager to provide clear and coordinated leadership to a team of customer service and ramp agents tp ensure that vendor and contractor employees carry out their duties in accordance with contractual agreements

Ensure dependability and quality of company standards

Resolve customer issues

Interface with Crew/IOC when needed

Substitute for General Manager/Airport Services Manager during absence to provide a single point of leadership for the airport team, i.e. being contactable and responsible for the operation in the GM/ASM's absence, to take full responsibility for provision of management reports, to liaise with vendor and airport and other local authorities

Ensure compliance with internal controls

Complete station administration duties and daily/monthly reports

Coordinate daily work schedule (ensuring appropriate shift coverage) and the preparation of time sheets/cards

Actively contribute to the agent performance review process

Monitor, document and assist in the management of agent attendance issues

Enforce compliance with agent uniform/dress/grooming standards

Ensure required training of station and contractor staff is completed and reported as required

Carry out any other reasonable duties which are consistent with the position

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

Strong working knowledge of the company’s reservations/customer service systems

Excellent communicator & effective listener

Strong interpersonal and organizational skills

Excellent knowledge of the company’s customer service and ramp policies, procedures and standards

Ability to adapt and take control in unforeseen circumstances such as OSO (off schedule operations) situations

Strong leadership skills

Strong administrative skills

Be dedicated and committed to the job and enjoy working with the public

Be able to motivate employees in working as a team

Ability to work under pressure and with minimum supervision

Adaptable to change, team player

Be reasonable, trustworthy and reliable

Be self-motivated and open to development

Have the willingness to work in a shift environment (including weekends/ bank holidays)

Be able to communicate in both written and spoken English and Spanish

Be willing and able to travel to the U.S. and within ACE (Asia/Canada/Europe) region

Feel free to be yourself at American

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.

Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.