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Customer Service Manager, Airport Workforce Management

Full time American Airlines in Customer Service Email Job
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Job Detail

  • Offered Salary 1000
  • Experience 2 Years
  • Gender Male
  • Industry Management
  • Qualifications Degree Bachelor

Job Description

Date:  Mar 26, 2021

Location: Charlotte/Douglas Intl Apt (CLT-TRML)
Additional Locations: None
Requisition ID: 41254


Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!

Why you’ll love this job

  • ​This job is a member of the Domestic Airports Team within the Customer Experience Division
  • Responsible for ensuring a high performing operation by leading, engaging, coaching and developing frontline team members. Also responsible for supporting their teams’ efforts in creating a safe, reliable operation while delivering an elevated customer experience

What you’ll do

  • Drives operational excellence by proactively matching the right resources at the right place and time in the operation to achieve performance metrics
  • Creates an environment that cares for our frontline team members and celebrates the team successes
  • Leads airport team to perform their work in a safe, efficient manner and in compliance with Federal, state and local regulations including DOT, FAA and other government agencies
  • Coordinate ramp assignments for frontline team members to dynamically work flights at gates throuh GS real time and ROVR
  • Utilizes GS Real Time and other programs (i.e. Prime, GETNG, SABRE) to identify and grant day of overtime, provide staffing inputs and tour reports
  • Monitor data such as connecting baggae information to make operational decisions that imporve station performance
  • Coaches and mentors frontline team members in skill development, customer service elevation and company culture behaviors
  • Promotes an environment of mutual respect and trust between frontline team members
  • Establishes and promotes effective relationships with external and internal customer base that fosters compassion, authenticity, integrity, respect and dignity
  • Provides the direction and appropriate support structure using effective resources to enable the team to deliver high performance
  • Assesses operational environment and conditions to ensure corporate and local scorecard metrics are fulfilled through collaboration across departments and levels
  • Ability to work extra hours when there are operational needs
  • Ability to work rotating shifts including weekends, holidays and days-off

All you’ll need for success

Minimum Qualifications- Education & Prior Job Experience

  • ​High School diploma or GED Equivalency

Preferred Qualifications- Education & Prior Job Experience

  • Previous ramp experience (frontline or leadership)
  • 2 years experience leading others
  • Knowledge of company policies and procedures and functional automation applications (GS RealTime, TLink1, PRIME)

Skills, Licenses & Certifications

  • Ability to bring out the best performance in the workforce through proactive employee engagement and support for an inclusive working environment
  • Ability to actively listen – giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate
  • Critical thinking ability – using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
  • Ability to monitor and assess performance of self, team members and the operation to make improvements or take corrective action
  • Strong decision making skills Ability to work independently as well as collaboratively
  • Ability to work under demanding operational conditions Ability to prioritize and execute with a sense of urgency and preciseness Ability to use sound business judgment to resolve issues with internal and external customers Ability to coordinate station activities and collaborate with multi-functional departments and agencies to ensure essential needs are met for a safe, efficient, on-time operation
  • Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.
  • Has USPS clearance or the ability to obtain USPS clearance. USPS has a five-year United States residency requirement

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