Support Services Allocator

Who we are:

Would you like to work for a stable, secure, and fast-growing airline where you will be stimulated, challenged, and have the opportunity to develop your career?  If so, read on! Come and work with the best of the best at Envoy Air where you will join a team committed to providing outstanding service.

We offer:

• Amazing employee flight privileges within the American Airlines global network
• Training and development programs to take your career to the next level
• Comprehensive health and life benefits (subject to location)

Salary range - $62,100 to $69,000

DCC (Dispatch Control Center) is the department that assigns employees (agents) to different tasks within the Support Services organization. They answer calls from employees, AA agents, Tower etc. and use the radio as main source of direct communication. They also address problems and requests by transmitting information and/or providing solutions. The main functions will be to determine the priority of the requests and to control the process of the assignments. DCC Planner are the human factor behind the AVTECH console which is the operating system utilized to manage, control and dispatch all the assignments.

Responsibilities

• Ability to remain calm and deliver clear instructions under pressure.
• Proactively address problems and suggest solutions.
• Assess situations and prioritize calls.
• Ability to multitask and adjust to changes as they are occurring.
• Communicate any abnormalities or problems within the operation to the appropriate supervisor/manager.
• Allocators are expected to show a professional phone etiquette directing the flow of the conversation.
• Always speak slowly and distinctly, must make every effort to be patient and to be understood.
• Keep a clear and constant communication with the supervisor assigned to oversee their work.
• Learn to use various products to run a smooth and effective operation.
• Supervise and manage the support service team, including but not limited to, assigning lunches and breaks.   Verifying meal and break laws are being followed.
• Proactively coach and counsel employees
• Ability to utilize systems to move and place staffing in appropriate locations while managing and ensuring proper coverage of functions are handled.

Essential Job Functions

• Assignments of double-digit flights  
• Weather events and IROP’s
• Auto-Assign
• Assignments UMNR
• Assignments in priority order
• Service Centers/Clubs  
• Wheelchair passenger requests (not listed)

Required Training: In order to be qualified you will need to successfully complete the QIK training and undergo the Customer Care training.

Who are we looking for?

Requirements

• Ability to multi task while meeting deadlines and during operational pressure
• Effective organization and planning skills
• Minimum age of 18
• High school diploma or GED equivalent
• Thorough knowledge of aircraft performance and Federal Aviation Regulations
• Must be able to work rotating shifts, nights, and weekends when necessary
• Possess the legal right to work in the United States
• Must be able to read, write, fluently speak and understand the English language
• 3 years of experience Supervising various employee groups including management, non-management and contract labor workgroups desired
• Familiarity with ATC functions preferred
• Working knowledge of FAA 121 Regulations 14 CFR Part 121 Regulations preferred
• Understanding of Envoy policies, procedures, and union agreements preferred
• Demonstrate ability to communicate effectively both orally and in writing preferred
• Proficiency with computer programs including Microsoft Word, Excel, PowerPoint and Outlook preferred

Please note: The description is intended to provide a brief overview of the position. It’s not intended to be an exhaustive list of all responsibilities, duties, expectations, and skills required of those in this position. Duties and expectations may be subject to change at any time.

Envoy Air is an Equal Opportunity Employer – Minorities/Women/Veterans/Disabled.

Envoy Air Inc., a wholly owned subsidiary of American Airlines Group, provides regional flight service to American Airlines under the American Eagle brand and ground handling services for many American Airlines Group flights. The company was founded in 1998 as American Eagle Airlines, Inc., following the merger of several smaller regional carriers to create one of the largest regional airlines in the world. Envoy is headquartered in Irving, Texas, with hubs in Dallas/Fort Worth, Chicago and Miami, with a large ground handling operation in Los Angeles. Connect with Envoy on Twitter @EnvoyAirCareers, on Instagram @EnvoyAirCareers, and on Facebook at Facebook.com/envoyaircareers and Facebook.com/EnvoyPilotRecruitment.