Job Description
Supervisor - Airport Operations - Customer Service
The Airport Operations department keeps operations at our airports running smoothly through planning, organization and supervision..
Duties and Responsibilities
Focus on leading and developing the skills of front-line co-workers with the goal of delivering consistent and excellent customer service and delivering a quality product in accordance with Company guidelines
Ensure consistency on operational, service and product delivery
Lead performance dialogues with front-line co-workers to review metrics, performance boards and issues boards
Develop and support standard work and continuous improvement processes
Oversee and support the performance of a team, zone or cell
Focus on performance issues with the goal of changing co-worker behavior
Set expectations with front-line co-workers and gain their commitment to act in accordance with Company guidelines and union agreements
Serve as subject matter expert on safety, service and procedures
Engage front-line co-workers to deliver excellent customer service and an on-time quality product – for example, participate in briefings, and develop team communications
Engage and recognize external customers
Monitor front-line co-worker behavior with customers (both internal and external) to ensure consistency and compliance with Company guidelines, procedures and standards
Monitor the performance of a team, zone or cell, taking actions as necessary, to ensure daily goals are met and delegate the appropriate work tasks to Service Directors/Leads/Pursers
Identify issues and engage in structured problem solving to assist front-line co-workers in accomplishing work
Conduct trend analyses, review key metrics and take actions to address items not on track – lead performance dialogues with front-line co-workers to review metrics, performance boards and issues boards
Develop and implement standard work and continuous improvement processes
Set expectations with co-workers with regard to performance standards including consistent and outstanding delivery of service and product
Provide front-line co-workers with regular coaching, feedback and recognition, as appropriate
Develop skills of front-line co-workers by coaching on performance, as it relates to customer service and products
Communicate effectively to ensure priorities are understood and acted upon, with clear turnover for continuity across shifts
Serve as a subject matter expert on service and procedures
Develop actions plans to affect behavior change (e.g. dependability, overall job performance)
Provide technical guidance and interpret company guidelines and procedures and/or union agreements to assist employees in performing functional tasks and to ensure that safety, security and service are delivered consistently
Identify, address and issue appropriate and timely corrective action in accordance with guidelines
Conduct “routine” investigations, as appropriate, into performance, safety (damages and injuries), complaints and other work issues
Recognize and document excellent performance
Partner with vendor supervisor staff to define and address performance impacting shared goals and service delivery to United’s customers
Participate in peer, safety and accident review boards
Confront and address inappropriate behavior and performance issues with specific feedback
Complete all mandatory regulatory and Company required documentation of activities
Document performance issues into case management system
Attend division/unit/group meetings
Participate on collateral projects
Email/Voicemail follow up
Job Requirements
High School Diploma, GED or education equivalent
Experience leading and influencing a team and customer service experience
Strong written and oral communication skills
Conflict resolution and decision making, with the ability to lead
Proficient in IT systems and common software appropriate to work group
Business Acumen/Continuous Improvement
Customer Focus
Conflict Resolution
Accountability
Teamwork
Engagement/Motivation
Safety orientation
Planning/multi-tasking
Must be flexible and willing to work any shift in a 24 hour/7 day a week operation including weekends, nights and holidays
Regular attendance is required at the work location of George Bush Intercontinental Airport (IAH)
Must be legally authorized to work in the United States for any employer without sponsorship
Successful completion of interview required to meet job qualification
Reliable, punctual attendance is an essential function of the position
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