Supervisor - AO Customer Service

Airport Operations

The Airport Operations department keeps operations at our airports running smoothly through planning, organization and supervision.

The supervisor will 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.

Team Leadership Activities

• 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
• Assess 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

Performance Management Activities

• 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

Administrative Activities

• 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

Minimum Qualifications:

• High school diploma or 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
• Experience supervising Union personnel a plus
• 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
• Ensure front line co-workers are delivering on service, performance and safety objectives set by the company and station
• Operational performance (D\:0, A\:14, bridges, late weights, freight and mail boarded as booked)
• Controllable Expense (Easy Hours, late lunches)
• Revenue generation (upsell)
• Front line performance (SSEs)
• Safety performance (OSHA, LTI, damages)
• Serve as first responder for co-worker / customer issues, measured through employee engagement surveys, customer feedback surveys, - survey results-UP, lower number of employee grievances
• Improved union relations- working within contractual language

Preferred Qualifications:

• Bachelor's degree and/or 5+ years equivalent work experience