Job Details
Description
Why Work for Frontier Airlines?
At Frontier, we believe the skies should be for everyone. We deliver on this promise through our commitment to Low Fares Done Right. This is more than our tagline – it’s our driving philosophy. Every member of Team Frontier has an important role to play in bringing this vision to life. Our successful business model allows travelers to take advantage of our fast-growing route network while our bundled and unbundled pricing options allow our customers to personalize their travel experience and only pay for the services they need – saving them money along the way.
What We Stand For
Low Fares Done Right is our mission and we strive to bring it to life every day. Our ‘Done Right’ promise means delivering not only affordable prices, but making travel friendly and easy for our customers. To do this, we put a great deal of care into every decision and action we take. We must be efficient with the use of our resources and make smart decisions about how we run our business. We must also innovate and be pioneers – we’re not afraid to try new things. While our business requires us to fly high in the air, we also consider ourselves down-to-earth in our approach, creating a warm and friendly experience that truly demonstrates Rocky Mountain Hospitality.
Work Perks
At Frontier, we like to think we’re creating something very special for our team members. Work is why we’re here, but the perks are nice too:
Flight benefits for you and your family to fly on Frontier Airlines.
Buddy passes for your friends so they can experience what makes us so great.
Discounts throughout the travel industry on hotels, car rentals, cruises and vacation packages.
Discounts on cell phone plans, movie tickets, restaurants, luggage and over 2,000 other vendors.
Enjoy a ‘Dress for your Day’ business casual environment.
Flexible work schedules that support work/life balance.
Total Rewards program including a competitive base salary, short term incentives, long-term incentives, paid holidays, 401(k) plan, vacation/sick time and medical/dental/vision insurance that begins the 1st of the month following your hire date.
We play our part to make a difference. The HOPE League, Frontier Airlines’ non-profit organization, is dedicated to providing employees financial assistance during catastrophic hardship.
Who We Are
Frontier Airlines is committed to offering ‘Low Fares Done Right’ to more than 100 destinations and growing in the United States, Canada, Dominican Republic and Mexico on more than 350 daily flights. Headquartered in Denver, Frontier’s hard-working aviation professionals pride themselves in delivering the company’s signature Low Fares Done Right service to customers. Frontier Airlines is the proud recipient of the Federal Aviation Administration’s 2018 Diamond Award for maintenance excellence and was recently named the industry’s most fuel-efficient airline by The International Council on Clean Transportation (ICCT) as a result of superior technology and operational efficiencies
What Will You Be Doing?
Contributing to the Customer Care operation by identifying and driving process and performance improvements for assigned area of focus. Identifying inefficiency, fraud elimination and revenue building opportunities. Responsible for KPI’s for assigned area including improving quality and efficiency of service delivery.
Essential Functions
40% of time:
Manage and enhance processes working with BPO vendor as needed to maintain consistency with Frontier requirements
Implement solutions to inefficient processes and workflows
Develop, administer, and analyze initiatives to maximize revenue generation and minimize loss of revenue
30% of time:
Real-time monitoring of productivity
Using business specific quality measurements, track performance and improvement against these metrics
20% of time:
Provide guidance via regular meetings with BPO Vendor
Training and coaching to BPO vendor for areas of focus
Optimization of staffing levels and quality
Identify and analyze trends for forecast improvement
10% of time:
Creating ad-hoc training, procedures, and reporting
Providing case specific direction, case research and providing impactful feedback
Troubleshoot research and resolve technology, reporting and fraud issues reported by the BPO partners
Assist in the development, UAT testing and maintenance of technology and related projects that support departmental strategies as needed
Other Functions
Other duties as assigned
Remain current in all company process and policy updates
Qualifications
3+ years of relevant experience required (contact center experience preferred)
Airline experience preferred
Technology experience with related systems utilized by Reservations and Customer Relations (IVR, RNT, Navitaire etc.)
Possess strong analytical abilities and experience in utilizing data to diagnose technical issues
Proven track record in researching and analyzing complex issues
Makes sound judgment to plan and accomplish goals; detail oriented, ability to problem solve and be proactive in resolving issues through appropriate channels
Knowledge, Skills and Abilities
Proficient in MS Office Suite (Word, Excel, Access, Power Point) and other related training programs
Knowledge & understanding of company and Department’s policies and procedures
Ability to communicate clearly verbally and in writing
Proficient technical writing skills including excellent editing and proof-reading skills
Effectively make decisions, meet deadlines and manage multiple concurrent projects
Open minded, flexible and adapts easily to change
Able to travel domestic or internationally as needed
Flexibility to work any hours and days, often on short notice
Equipment Operated
General office equipment including laptop, computer, printer, fax, calculator, and copier machines
Reservation systems
Work Environment / Remote Work Options
This role can be based at our headquarters in Denver, CO or anywhere in the United States via a remote work arrangement (periodic travel to Denver from a Frontier-serviced city required)
If remote, you must be able to follow our remote work policies, including ability and comfort level working from home with access to a high-speed internet connection
If headquarters-based, typical office environment, adequately heated and cooled
Physical Effort
Generally not required.
Supervision Received
General Direction: The incumbent normally receives little instruction on day-to-day work and receives general instructions on new assignments.
Positions Supervised
None
Salary Range: $48,160.00 – $60,200.00