Airport Call Center Supervisor - Denver International Airport

City and County of Denver•Denver, CO

1d•$28 - $43•Onsite

About The Position

The City and County of Denver is seeking an Airport Call Center Supervisor for Denver International Airport (DEN). This role involves supervising call center staff who handle customer service inquiries via voice calls, SMS, web chat, airport paging, email, and social media. The supervisor will also provide support at information booths and other public areas. The position emphasizes exceptional customer service, acting as a Brand Ambassador for DEN, and collaborating with various teams to ensure optimal operations and customer satisfaction. The role requires proactive problem-solving, performance management, and leadership in utilizing the Customer Relationship Management (CRM) platform.

Requirements

Supervisory experience in a call center environment.
Strong oral and written communication skills.
Outcome oriented and strives to exceed customer expectations.
Experience in supervising staff in a customer service or hospitality industry.
Three years of experience as a supervisor working in an airport, airline, retail, restaurant or hospitality industry.
Three years of experience working in a call center is preferred.
Ability to work under pressure and meet deadlines.
Strong written and verbal communication skills, with the ability to explain processes, procedures, and information to customer relations staff.
Current valid driver’s license.
Experience using a Customer Relationship Management (CRM) software is required.
Graduation from high school or the possession of a GED, HiSET or TASC Certificate.
Three (3) years of experience of the type and at the level of an Aviation Customer Service Agent.
FBI criminal background check is required.
Valid work authorization that does not require sponsorship of a visa for employment authorization in the U.S.

Nice To Haves

Bilingual German, Spanish Mandarin or French is a plus.
Experience using Sprinklr Enterprise is preferred.
Additional appropriate education may be substituted for the minimum experience requirements.

Responsibilities

Supervising the call center staff that performs aviation customer service work via, voice calls, SMS messaging, web chat, airport paging, email, and social media.
Providing support at concourse and terminal information booths, the international arrivals facility, and other public areas of the airport.
Working side-by-side with agents to ensure delivery of exceptional service to customers.
Overseeing the daily oversight of the Customer Service operation at DEN specifically overseeing/supervising a team of Customer Service agents in the Customer Relations (call center) Center.
Serving as a “Brand Ambassador” for Denver International Airport (DEN) by anticipating customer needs and exceeding their expectations.
Proactively collaborating with peers to bring forward operational concerns and/or recommendations during leadership meetings.
Working with Manager to ensure optimal daily schedule coverage for the call center.
Working closely with supervisors in other areas of the customer service department, collaborating on department wide projects and initiatives.
Attending monthly department meetings, actions items from the meeting in need of attention.
Developing and delivering thorough quarterly and annual performance reviews to direct reports sharing accurate, quantifiable feedback with employees.
Conducting ongoing quality assurance audits of employees to ensure they deliver the highest levels of customer service and follow departmental policies and procedures.
Being proficient in all areas of the Customer Service operation to provide guidance and hands-on support to Agents and customers.
Creating tickets in the Customer Relationship Management (CRM) platform (Sprinklr Enterprise) related to customer inquiries, feedback, concerns, or complaints.
Resolving problems encountered during daily operations and determining appropriate solutions; promoting teamwork.
Encouraging regular communication, informing staff of relevant business issues and their impact on the organization.
Serving as the primary point of contact during airport events making in the moment decisions, adjusting staffing and working with a variety of internal and external stakeholders.
Serving as on-call after-hours Supervisor on duty (rotation), including evenings, weekends, and holidays.
Coaching, mentoring, and challenging staff.
Championing continuous improvement, including devising new strategies and new opportunities.
Leading staff development initiatives that include training, development, and succession planning.
Establishing performance expectations and standards for all levels of employees.
Managing the Customer Relationship Management (CRM) platform (Sprinklr Enterprise) to include the tracking, reporting, and resolution of issues.
Working with stakeholder partners to optimize CRM performance and data collection.
Performing regular updates to maintain accurate training documents in the Customer Relationship Management (CRM) platform, area-specific Standard Operating Procedures (SOPs), and other related Customer Service knowledge resources.
Continuously evaluating how inquiries are categorized, working with the Customer Experience team to ensure alignment and accuracy of Voice of the Customer reporting.

Benefits

Competitive pay
Great benefits
Endless opportunities
A guaranteed life-long monthly pension, once vested after 5 years of service
457B Retirement Plan
140 hours of PTO earned within first year
12 paid holidays
1 personal holiday
1 Wellness Day
1 volunteer day per year
Competitive medical, dental and vision plans effective within 1 month of start date
Shift differential pay