Southwest Airlines
SupervisorCustomerService
“Supervisor Customer Service at Southwest Airlines. Skills: process management, cross-functional coordination, vendor/stakeholder management, operational metrics, resource planning, continuous improvement. Manages and supports Customer Service Agents, Operations Agents, and Skycaps. Make sure work is done safely and on time”
What You'll Achieve.
Maintain the station's on-time performance, Employee morale, and Customer satisfaction; Meet or exceed performance goals through effective decisions; Ensure all equipment is maintained and available for the operation
Industry & Context.
help solve problems; Skilled in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
Must be currently a resident of the State of Arizona., Must not have been interviewed by phone, virtually, and/or inperson and not selected for the Supervisor Customer Service position at PHX within the last 12 months., U. S. citizenship or current authorization to work in the U. S. required and no current or future work authorization sponsorship available., May be required by Station Leadership to obtain a Customs Seal and meet all requirements to work on international flights, Ability to perform work duties from [limited space workstation/desk/office area] for extended periods of time, Ability to lift and move items of 70 pounds and/or more on a regular basis and repetitively lift weights of 40 to 50 pounds on raised surfaces., Ability to climb, bend, kneel, crawl, and stoop on a frequent basis and for an extended period, Ability to perform assigned duties with potential exposure to excessive noise, vibration, and/or sensory conditions., Ability to perform assigned duties in outdoor and inclement weather conditions, Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines
What They're Looking For.
Must Have
Must be a U.S. citizen or have the authorization to work in the United States as defined by the Immigration Reform Act of 1986, Must be at least 18 years of age, Must be able to comply with Company attendance standards as described in established guidelines, Must be able to obtain a SIDA (Secured Identification Display Area) badge and meet all local airport requirements, Ability to obtain GSC (Ground Security Coordinator) qualification and comply with DOT (Department of Transportation) drug and alcohol testing program
What You'll Do.
Manages and supports Customer Service Agents
Make sure work is done safely and on time
Respond to Customer questions
Share important updates with the Team
Work with other Airport Operations Teams to keep flights on schedule and Customers happy
Oversee day-to-day airport operations to create a safe
and legally compliant service-conscious environment
Meet or exceed performance goals through effective decisions
Assign and track Agents for training compliance
Report status updates to leaders and employees consistently
Drive performance processes by forecasting operational situations that may impact the operation
monitoring and achieving results against key metrics
and holding responsible parties accountable for results
review and ensure accurate delay coding
Work with staff planning to build bids that are in line with department’s hourly goals
Perform administrative duties daily
such as building of shift bids
daily work assignments
and attendance reports
monitoring staffing in all areas and verifying that overtime is used properly
Assure proper administration of labor contracts or agreements
emphasizing minimal labor disputes
How You'll Work.
Team & Collaboration
Actively coordinate with all Departments to maintain the station's on-time performance, Employee morale, and Customer satisfaction; Coordinate actively with all Departments to maintain the Station's on-time performance; Work with other Airport Operations Teams to keep flights on schedule and Customers happy
Communication Scope
Ability to communicate and interact with others in the English language to meet the demands of the job
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