Job Description
Duties and Responsibilities
Your main responsibilities in this role include the following:
Responsible for providing leadership to direct reports supporting frontline teams and the operation at the Cargo Customer Service Center.
Responsible for creating a climate for high performance to support corporate cargo initiatives and system cargo performance.
This position facilitates the development of best practices and continuous process improvements.
Ensures adherence to the Safety Business Plan.
Ensures distinctive customer service is delivered by demonstrating a high level of customer focus and sensitivity
Key communicator of timely and accurate information
Sets priority standards and ensures adherence to these standards by self and others.
Inspires and motivates employees to do their best
Champions change and leads others through. Strategic in thought processes and decision making.
Responsible for the leadership development of direct reports through mentoring, on-the-job training, and delegation, and continually provides targeted support, guidance, coaching and motivation based on individual needs.
Measures and analyzes direct report’s performance through the use of performance management tools, available customer service and operational metrics, job shadowing, and direct observation.
Responsible for the timely completion and delivery of performance, quality assurance observations, performance discussions, logs, documentation and administrative action.
Must champion recognition and rewards.
Continued training and development in building leadership capabilities is expected.
Develops both strategic and tactical plans that create a safety-conscious environment resulting in employee safety and well-being.
Support and develop J.D. Power initiatives and efforts.
Job Requirements
Three years of operations experience and customer service is required.
College degree and current leadership experience is highly desired.
This position requires knowledge of WebVISion, operational process and Performance Management.
Candidate must have a working knowledge of Delta policies and procedures.
Candidate will require strong analytical, planning, organizational and administrative skills and should possess strong written and verbal communication abilities, especially in conveying and delegating responsibility information to direct reports.
Must have the ability to handle multiple tasks, projects, other duties as assigned and reporting functions and meet deadlines required or imposed by customer requirements. In addition, must have the flexibility to manage an operation with varying shifts, extended hours and "on call" requirements.
Candidate must have the ability to coach and deliver feedback for developmental purposes.
Candidate must be approachable and have interpersonal skills that foster trust and respect. In addition, candidate must be able to effectively manage conflict and problem solve.
Must be able and willing to work extended hours and be subject to "on call" responses during off hours.
Must be performing satisfactorily in current position.
Prefer two years of college and/or previous public contact work experience.
Cargo experience and/or call center experience within the last two years is highly desirable.
Fluency in a second language is a plus.
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