Position Summary:
Provides Customer Service by managing Customer Service Agents, Operations Agents, and Skycaps. Oversees Agent work performance to ascertain that all job assignments are carried out according to Company regulations in a safe and efficient manner and to assure that an on-time operation is maintained.
Key Responsibilities:
- Assure proper administration of labor contracts or agreements, emphasizing minimal labor disputes
- Drive performance processes by forecasting operational situations that may impact the operation, monitoring and achieving results against key metrics, holding responsible parties accountable for results, reviewing and ensuring accurate delay coding
- Oversee day-to-day airport operations to create a safe, secure, and legally compliant service-conscious environment, Meet or exceed performance goals through effective decisions, Assign and track Agents for training compliance
- Perform administrative duties daily, such as the building of shift bids, closing bids, daily work assignments, daily payroll, and attendance reports, monitoring staffing in all areas, and verifying that overtime is used properly
- May perform other job duties as directed by Employee’s Leaders
- Respond to and resolve Customer questions, requests, or complaints
- Actively coordinate with all Departments to maintain the station’s on-time performance, Employee morale, and Customer satisfaction
- Work with staff planning to build bids that are in line with the department’s hourly goals.
- Coordinate actively with all Departments to maintain the Station’s on-time performance. Report status updates to leaders and employees consistently
Required Education & Experience:
- Ability to perform work duties from [limited space workstation/desk/office area] for extended periods of time
- Ability to perform physical activities such as lifting (50lbs.), standing, sitting, pulling, pushing, squatting, climbing, walking, kneeling, reaching, crawling, and writing
- Knowledge of applicable Collective Bargaining Agreements and their applications
- Ability to perform assigned duties in outdoor and inclement weather conditions
- Ability to perform assigned duties with potential exposure to excessive noise, vibration, and/or sensory conditions.
- Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources
- Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography, and transcription, designing forms, and other office procedures and terminology
- Knowledge of principles and processes for providing Customer and personal services, including Customer needs assessment, meeting quality standards for services, and evaluation of Customer satisfaction
- Ability to communicate and interact with others in the English language to meet the demands of the job
- Must be able to obtain a SIDA (Secured Identification Display Area) badge and meet all local airport requirements
- Required: High School Diploma or GED
- Ability to use a computer and other office productivity tools with sufficient speed and accuracy to meet the demands of the job
- Ability to obtain GSC (Ground Security Coordinator) qualification and comply with DOT (Department of Transportation) drug and alcohol testing program
- May be required by Station Leadership to obtain a Customs Seal and meet all requirements to work on international flights