Team Lead, Absence and Return Center - #263350

Intro

Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!

Why you'll love this job

Responsible for day to day leadership of case managers in their span of care within the Absence and Return Center (ARC). This position leads and supervises a team of highly skilled leave of absence case managers who process requests for approximately 130,000 team members across the airline. This position trains, coaches, and develops this elite team to achieve all performance goals including quality, accuracy, productivity, resolves customer concerns at the first point of contact and handle escalations from the field and leadership. This position is responsible for performance management, team scheduling and staffing of the Absence and Return Center team.

What You'll Do

As noted above, this list is intended to reflect the current job but there may be additional essential functions (and certainly non-essential job functions) that are not referenced. Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations.

• Leads, inspires, coaches and develops team in a high energy positive manner
• Gives direction to team members concerning handling of case issues and personally resolves service issues as needed
• Provides Day to day supervision of case managers and support ARC team members
• Performance management including regular evaluations and annual performance reviews
• Provides constructive feedback, guidance, counseling and coaching when needed
• Ability to resolve personnel and administrative issues
• Ensures customer service, team and individual targets are met
• Establishes and maintains a positive, respectful and authentic work environment
• Participates in recruitment, selection, and orientation of new employees
• Supports American’s Absence Management goals and initiatives
• Demonstrates and conveys a favorable image of Absence Management by exhibiting professionalism and diplomacy
• Flexible schedule to ensure effective management coverage when needed
• Supports Leadership of both Delivery and Strategy teams with escalations, projects and ad hoc requests
• Prepare presentations using appropriate technology. charts, graphs, pivot tables and PowerPoint
• Prepare ARC weekly and Monthly performance report for senior leadership
  
  

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• Bachelor's degree or equivalent work-related experience
• 3 years of professional work experience
  
  

Preferred Qualifications- Education & Prior Job Experience

• 3 years case management experience
• 1 year leadership experience preferred
• Prior experience in occupational medicine, either as a nurse or case management preferred
  
  

Skills, Licenses & Certifications

• Demonstrated functional knowledge of Microsoft Office products such as Word, Excel, PowerPoint, etc
  
  

What You'll Get

Feel free to take advantage of all that American Airlines has to offer:

• Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
• Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more.
• Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all the right tools, resources and support you need.
• 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
• Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more
  
  

Feel free to be yourself at American

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.