Team Lead, AACU Member Advocacy Center (Fort Worth, TX, US)

American Airlines Group
United States
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceEducation: high_schoolSkills: ["People management","Customer service","Communication","Problem-solving","Analytical thinking"]

Lead a team of call center agents for the American Airlines Credit Union’s AACU Member Advocacy Center, managing daily performance and coaching agents on inbound member interactions. Handle escalated member calls, review call statistics and records, and recommend improvements to procedures and efficiency. Serve as a project lead for special initiatives while ensuring confidentiality and compliance with applicable laws and regulations, including the Bank Secrecy Act.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
American Airlines Group
American Airlines Group
1 day ago

Team Lead, AACU Member Advocacy Center (Fort Worth, TX, US)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live

Job Summary

Lead a team of call center agents for the American Airlines Credit Union’s AACU Member Advocacy Center, managing daily performance and coaching agents on inbound member interactions. Handle escalated member calls, review call statistics and records, and recommend improvements to procedures and efficiency. Serve as a project lead for special initiatives while ensuring confidentiality and compliance with applicable laws and regulations, including the Bank Secrecy Act.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Coach, counsel, monitor, train, and develop call center agents on performance.
  • •Handle escalated member calls.
  • •Review and maintain employee call statistics and records.
  • •Recommend improvements to procedure functionality and efficiency.
  • •Serve as a project lead for special projects.

Pay and Benefits

Perks:Health InsuranceDentalVision401kEmployee AssistancePet Insurance

Key Requirements

  • •High school diploma or GED.
  • •1+ years of work experience in a service-culture environment, customer service and/or call center.
  • •1+ years of supervisory experience (preferred).
  • •Previous banking or credit union experience (preferred).
  • •Skilled in Microsoft Office (Word, Excel, Access, PowerPoint).
Experience:Customer serviceCall centerBankingCredit union
Education:High School
Skills:People managementCustomer serviceCommunicationProblem-solvingAnalytical thinking
Languages:Spanish
Tech Stack:Microsoft OfficeWordExcelAccessPowerPoint

Company Brief

American Airlines Group
Major U.S. airline providing scheduled passenger and cargo air transportation globally. Operates a large fleet and extensive domestic and international route network, serving millions of customers with diversified travel and loyalty services.
Industry: Airlines
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Fort Worth, United States
Founded: 1926
WebsiteLinkedIn