Sun Country Airlines is growing, and we have an exciting opportunity for a talented Customer Service Leader! We are looking for a Customer Service Assistant Manager. This position is responsible for managing and developing a Customer Service team of Reservation Specialists and Team Leads. If you have excellent people skills and the ability to coach team members to meet and exceed overall performance standards, we want to talk to you. In addition to leading customer service teams, the Assistant Manager assists with the development of processes, programs, and incentives to improve customer service and sales.

As a Reservations Customer Service Team Manager, you will enjoy the opportunity to immediately work from home, growth opportunities, and the below benefits:

• Comprehensive benefit package including dental and vision starting day one
• PPO and high deductible health plans
• Health savings accounts (HSA and FSA)
• Dependent Care
• Starting day one free standby and discounted travel privileges for employees, family, & friends
• 401(k) match
• Paid Time Off
• Paid holidays
• Life and AD&D Insurance
• Employee Assistance Program including counseling for employees and their family
• Fitness incentive and Stop Smoking Support

Essential roles and responsibilities of a Reservations Customer Service Assistant Manager:

• Create an environment that values all employees, have opportunities for individual growth and advancement creating a place where employees are proud to work.
• Coaching and development of their direct teams, 80% coaching and development, 20% projects, and administrative responsibilities.
• Prepare and deliver monthly team members' performance metrics including but not limited to call metrics and Quality goals.
• Monitor and real-time support of call volume by driving to achieve departmental goals.
• Participates in partnership with the peer managers in the content and documentation for team meetings.
• Ensure Customer Service Performance Coaches deliver consistent support to all Reservations Specialists via chat and escalation of daily interactions.
• In partnership with Peers and/or Senior Manager and HR, address any employee issues when employees do not meet the standards of the job.
• Ensures appropriate lead coverage and works with Call Center Operations to identify gaps in coverage and support.
• Assist and participate in the recruitment of new hires with HR Recruiting; attend recruitment events, interviewing, hiring, and follow up for hired candidates.
• Report and escalate any events that trigger call volume spikes and take action to increase or decrease staff as needed in real-time.
• Assist with and support customer escalation.
• Other duties and projects as assigned by leadership.

• Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

Classification: Full-time, Exempt
Working Location: This position is working from home position

Supervisory Responsibility

Manages a Work from Home team of 20-25 frontline Reservation Specialist

Qualifications of a Customer Service Assistant Manager

• College Degree and/or 2 years’ experience managing and leading teams.
• Customer service, call center, or related customer contact experience.
• Strongly prefer Leadership, mentoring, and coaching in a Virtual environment.
• Demonstrated knowledge and aptitude to use computers and related technology skillfully, including proficient typing skills.
• High attention to detail
• Excellent communication skills (verbal, listening, and written)
• Strong organizational skills
• Good reasoning, and problem-solving skills.
• This is a Work from Home position; however, it does require visits to Sun Country HDQ building.
• Employees must reside within commuting distance of Sun Country Headquarters
• Ability to support weekend and on-call rotation with peer assistant managers.
• Ability to support 2nd shift hours.

Preferred Skills

Travel industry experience

Sun County Airlines respects and values every employee’s contribution to our business. We believe that an important part of our strength comes from our people and their array of perspectives.

It is the policy of Sun Country Airlines to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)