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.