Sun Country Airlines is seeking a Reservations Performance Coach- Customer Service Team Lead to support daily call center operations and Reservation Agent coaching/mentoring. Successful candidates will enjoy the opportunity to work from home immediately, 401K opportunities, generous travel benefits, and opportunities for growth.

Sun Country Airlines provides the resources and support our employees need to succeed. Besides working at a great and growing company, as a Reservations Performance Coach- Customer Service Team Lead you’ll enjoy these benefits and more:

• Comprehensive benefit package including dental and vision
• 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

Reservations Performance Coach- Customer Service Team Lead Overview:
This role is responsible for but are not limited to providing escalations support, coaching, and development of Reservation Agents through day-to-day interactions, customer feedback, and call listening. This role works to encourage and foster a service and sales environment through training, mentoring, and development.

Essential roles and responsibilities of a Reservations Performance Coach- Customer Service Team Lead:

• Supports assigned Assistant Manager(s) with the leadership of Reservation Agents
• Coach and develop team members through day-to-day interactions, customer feedback, and call listening
• Works with assigned Assistant Manager(s) to assess the performance of Reservation Agents using available reports and documents outcomes of performance review/coaching sessions
• Works with Reservation leaders and training team to identify gaps and training needs for both new hire and recurrent training needs
• Encourages Reservation Agents to provide their own answers using the Knowledgebase
• Assist agents with questions about processes, policies, and procedures
• Intervene and handle escalated calls on an as-needed basis
• Work with Reservation leaders and training team to communicate policy changes, new product information, and technical changes to agents to ensure accurate information is provided to customers
• Contribute to the development of policy and procedure changes by sharing "real life" impacts on Customer Service staff and customers
• Generate and distribute reports pertaining to assigned responsibilities as requested
• Conduct Quality Assurance score carding and participate in Calibration sessions
• Other responsibilities and projects as assigned by leadership

Classification: Full-time, Hourly
Working Location: This position is remote within Minnesota

The qualifications we are looking for in a Reservations Performance Coach- Customer Service Team Lead include:

• College degree and/or 2 years’ experience in customer service/call center leadership; or equivalent combination of education and experience.
• Experience providing coaching and mentoring
• Excellent PC skills with MS Excel, Access, Word, and PowerPoint experience
• Work effectively with minimal supervision in a high-speed environment
• Excellent communication, organizational, and problem-solving skills
• Available to work a rotating shift averaging 40 hours per week (including nights, weekends, and holidays).
• Able to work beyond scheduled shift time to accommodate call center needs
• Knowledge of Sun Country Vacations programs, policies, procedures, and reservation systems preferred
• Customer service de-escalation experience preferred

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)