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Support Service Supervisor

Company: Eulen America
Location: Arlington
Posted on: January 8, 2021

Job Description:

It's fun to work in a company where people truly BELIEVE in what they're doing!We're committed to bringing passion and customer focus to the business.In this role, you will be responsible for ensuring a high performing operation by leading, engaging, coaching, and developing front-line team members. You're also responsible for supporting teams' efforts in creating a safe, reliable operation while delivering exceptional customer experience. The Support Service Supervisor oversees daily operations, act as the liaison between staff, upper management, and business partners, and work closely with their team to maximize customer/client satisfaction.A Support Services Supervisor is specifically responsible for but not limited to:

  • Manage activities in the airport operation and work area (s) of Baggage Handlers, Checkpoint Agents, PSR and Wheelchair agents (All Support staff)
  • Conduct daily debriefing with team members to ensure productivity and compliance
  • Lead airport team to perform their work in a safe, efficient manner and in compliance with Federal, state and local regulations including DOT, ADA, ACAA, FAA, and other government agencies as well as American Airlines and OALS policies and procedures
  • Promote an environment of mutual respect and trust between team members
  • Coach and mentor team members in skill development, exceeding customer experience and company culture behaviors, policies and procedures
  • Establish and promote effective relationships with an external and internal customer base that fosters integrity, respect, and dignity
  • Access operational environment and conditions to ensure it's well-maintained through daily, weekly audits
  • Direct opening and closing procedures, manage schedules to ensure adequate coverage of all work areas, delegate tasks to employees
  • Communicate with upper management regarding operations and personnel
  • Complete and submit Daily Tour Report on employee attendance, productivity, and daily operations
  • Ensure completion of Incident Reports an issue, incident, injury of any customer or team member
  • Ability to work extra hours when there are operational needs
  • Ability to work rotating shifts including weekends, holidays and days-offQualifications
    • High School diploma or GED equivalency
    • Ability to motivate team members 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 the 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
    • Ability to use sound business judgment to resolve issues with internal and external customers
      • Ability to coordinate station activities and collaborate with clients (AA & OALS) to ensure essential needs are met for a safe, efficient, on-time operation
      • Knowledge of Microsoft Office to include Word, Excel, etc.
      • Previous airport customer service experience
      • 2 years' experience leading others
      • Knowledge of company policies and procedures and functional automation applications
      • Ability to promote connection and understanding with team members, customers, and management teamEulen America is an Equal Opportunity Employer. Employment will be subject to criminal background check, physical examinations, drug testing, and reference checks.

Keywords: Eulen America, Arlington , Support Service Supervisor, Other , Arlington, Virginia

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