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 a leading ultra-low cost carrier headquartered in Denver, Colorado. With a mission to deliver Low Fares Done Right, the company provides affordable, convenient and accessible air travel throughout the U.S., Caribbean, Mexico and Latin America. Frontier’s highly fuel-efficient, all-Airbus fleet is among the youngest and most modern of any carrier within the U.S. That, combined with the airline’s many weight-saving initiatives and focus on operational efficiencies, makes Frontier America’s Greenest Airline.* Each Frontier Airlines plane tail features a special animal with a unique name and backstory. Many of the featured species are endangered or threatened, part of the airline’s commitment to underscore and raise awareness for their plight. Frontier serves approximately 100 destinations throughout North America and operates 500-plus daily flights, on average. The airline employs more than 7,000 team members and has crew bases in more than a dozen U.S. cities. Frontier Airlines., Inc., is a subsidiary of Frontier Group Holdings, Inc. (NASDAQ: ULCC).
- Frontier is the most fuel-efficient of all major U.S. carriers when measured by ASMs per fuel gallon consumed.
What Will You Be Doing?
The CC Vendor Ops Mgr is accountable for the relationship with contact center BPO vendor(s) management teams. Works closely with BPO vendor(s) leadership to identify, conduct and evaluate performance trends. Analyzes data to drive continual improvements in the customer experience and BPO vendor (s) operational performance. This position is responsible for holding the BPO vendor(s) accountable to deliver goods and services in compliance with contract including achieving KPI service levels and budget. Works with internal Frontier Airlines departments to ensure compliance with policies and is responsible for overseeing vendor budget and adherence, volume forecasting, staffing requirements, training and communications.
Essential Functions
- Drive ongoing process improvement to deliver increasing operational efficiency and consistency.
- Provide daily leadership and communications to outsourced locations.
- Proactively handle and assist with problem solving of operational issues.
- Monitor real time fight disruption communication and ensure vendor(s) is operationally prepared to handle flight disruptions (planned or unplanned) or other like events.
- Maintain professional relationship with contact center operations vendor leadership.
- Oversee day-to-day vendor performance, work with the vendor(s) and internal Frontier Airlines resources to analyze staffing levels and ensure the proper handling and optimization of all lines of business.
- Work with Frontier Airlines internal stakeholders to share call center data and identify opportunities that will improve the customer experience.
- Assist with forecasting and staffing needs to ensure all service levels are met.
- Assist in improving the customer experience by providing innovative and creative solutions.
- Lead weekly call calibrations with the vendor to identify opportunities as well as create and implement the quality assurance program.
- Assist with complaint reduction plans and needs as it pertains to improving overall processes to help decrease risks from the contact centers.
- Tirelessly advocate for improvements to systems and processes that will benefit associates and/or vendors.
- Create closed-loop feedback processes where team members are encouraged to be active participants in identifying opportunities for improvements to vendor experience, workplace conditions, and internal tools.
- Ensure accurate and timely information is provided to the vendor partnering.
- Be a passenger advocate by listening to call center feedback and thru data analysis of contact dispositions make policy and process recommendations that improve the customer experience.
Qualifications
- Undergraduate degree in business, finance or similar field required; combination of relevant experience and education considered in lieu of degree
- Minimum 5 years of vendor management or similar call center management experience
- Experience in airline/airport operations preferred
- Experience with workforce software for forecasting, scheduling, and daily operations preferred
- Previous experience managing vendors remotely
Knowledge, Skills And Abilities
- Strong business acumen with analytical and problem-solving skills
- Must be detail oriented and accurate
- Demonstrated high level of professionalism and success in previous leadership roles
- Strong interpersonal, presentation and communications skills; ability to articulate ideas and concepts well
- Ability to multi-task, handle stress well and tactfully handle difficult customer situations when required
- Demonstrated ability to develop and maintain high performing teams in a matrix environment
- Demonstrated thorough knowledge of eWFM systems and Microsoft office (particularly Excel)
Equipment Operated
Standard office equipment, including PC, copier, fax machine, printer
Work Environment
Typical office environment, adequately heated and cooled
May be required to work flexible hours including weekends and holidays
International travel, up to 50%
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
- Specialist, Vendor Operations
Salary: $72,000 - $96,331
Please Note: this posting will expire on 12/6/24 at 4pm MT
Workplace Policies
At Frontier Airlines, we wholeheartedly support and have a strong commitment to Equal Employment Opportunity (EEO) and Affirmative Action. Frontier is committed to providing equal employment opportunities for all persons regardless of race, color, religion, gender, gender variance, sexual orientation, age, genetic information, martial status, national origin, citizenship status, disability, military, veteran status, and any other basis protected by federal, state, or local laws.
Diversity is an essential part of our success. Our company flourishes because of the unique backgrounds, skills and ideas that our team members contribute every day. We salute and actively recruit veterans. Military experience is valuable and transferable to many of the positions essential to the operations of our airline.
Frontier Airlines is a Zero Tolerance Drug-Free Workplace. All prospective DOT safety-sensitive employees are subject to pre-employment testing for the following drugs and their metabolites: Marijuana, Cocaine, Amphetamines, Opioids and Phencyclidine (PCP). Further, any DOT safety-sensitive job applicant who is found to have tested positive on any required drug or alcohol test at a former employer will be considered ineligible for employment with Frontier.
Disclaimer: The above statements are intended only to describe the general nature and level of work required of the referenced position; they are not intended to be an exhaustive list of all responsibilities, duties, and skills required of individuals in this position. Please be advised that duties and expectations of this position may be subject to change.
Colorado Residents: In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.
