Supervisor, Central Baggage Resolution (CBRO)

Location: Rio West B Bldg (PHX-RWB1) 
Additional Locations: None
Requisition ID: 17731 


Responsible for leading a team of specialists whose primary goal is to resolve customer issues in regards to mishandled baggage. This job also includes identifying improvements in the department workflow and working with groups outside of the department to improve American Airlines baggage handling.

About The Job

Principal Duties and Responsibilities

  • Performs daily supervision and workflow direction of Central Baggage employees
  • Oversees the duties of centralized tracing and overall assistance in reuniting customers with their bags
  • Handles customer escalations as needed
  • Implements essential changes that will improve the process of Central Baggage
  • Performs continual assessment of Central Baggage employees to maintain a consistent level of service and support to stations
  • Communicates information to the manager and Central Baggage performance team that will assist with analysis and improvement in system wide baggage performance
  • Evaluates automation for improvements
  • Performs other duties as required


Minimum Qualifications

  • Bachelor’s degree in relevant field or equivalent experience/training
  • 2 years’ work experience leading and developing people

Preferred Qualifications

  • 2 years baggage service or logistics experience
  • Bilingual (English & Spanish)

Qualifications (Continued)

Knowledge, Skills & Abilities

  • Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.
  • Knowledge of SABRE, NetTracer and WorldTracer
  • Leadership, organizational, interpersonal and customer service skills
  • Creative thinking and superior problem-solving skills
  • Ability to quickly learn and become proficient in new software applications
  • Ability to be approachable and professional
  • Ability to be self-motivated and a team player
  • Ability to multi-task and manage multiple projects and prioritize workload
  • Ability to secure appropriate airport authority and/or US Customs security badges
  • Ability to lead and motivate employees in working as a team
  • Ability to travel on company business if and when necessary
  • Exceptional verbal and written communication skills, with ability to interact effectively with all levels of employees within organization
  • The operation is 365 days, hours could be anywhere between 4am-9:30pmMT. The shift awarded could require working nights, weekends and/or holidays as well as extended hours outside of the scheduled shift. Must be willing to accept these working conditions

Additional Locations: None
Requisition ID: 17731 

American Airlines
Full time
Phoenix, Arizona 85001, US