ORD Shift Manager, Customer Services

Envoy Air•Chicago, IL

About The Position

The Customer Service Shift Manager runs an effective operation and works to provide quality service and superior customer satisfaction. The role resolves customer service and operational problems during a tour of duty, including working in the operation during peak or irregular periods and interacting with customers and employees. It also develops and implements quality improvement ideas through cross-functional teams and evaluates team performance using corporate quality-control measures, observations, feedback, data, and customer complaints and compliments. The Shift Manager is responsible for meeting profitability and cost-control goals by developing and monitoring budgets and spending, seeking cost-reduction ideas, and monitoring lost time. The role ensures compliance with operational safety and government requirements, investigates discrepancies, and compiles statistical data for compliance purposes. It coaches and counsels personnel, conducts regular performance reviews, and encourages teamwork and employee ideas. The position coordinates operations, including scheduling, hiring, training, and inventory. It communicates with managers, peers, team members, and other departments; administers company policies and procedures; and provides the team with tools, resources, and training needed to meet or exceed operational performance goals. The position may require certification as a Ground Security Coordinator (GSC).

Requirements

Minimum age of 18.
High school diploma or GED equivalent.
Valid state driver’s license.
Willingness and ability to work rotating shifts, including nights, holidays, weekends, and days off.
Legal right to work in the United States.
Ability to read, write, speak fluently, and understand English.
Ability to work in a team environment, prioritize work and projects to meet deadlines and objectives, and work with minimal supervision.
Ability to report to work regularly and on time; self-motivated.
Ability to lead and motivate employees to work as a team.
Demonstrated verbal and written communication, leadership, initiative, and judgment.
Strong administrative and analytical abilities.

Nice To Haves

Previous experience in airport operations.
Sabre experience.
Ability to become certified as a Ground Security Coordinator (GSC), if required.

Responsibilities

Provide quality service and achieve superior customer satisfaction.
Resolve customer service and operational problems during the tour of duty, including during peak or irregular periods; spend time in the operation interacting with customers and employees; and prepare customer correspondence.
Generate and implement quality improvement ideas through cross-functional teams.
Evaluate team performance using corporate quality-control measurements, observations, feedback, data, and customer complaints and compliments.
Meet profitability and cost-control goals by developing and monitoring budgets and spending, seeking cost-reduction ideas, and monitoring lost time.
Ensure compliance with operational safety and government requirements; investigate discrepancies and compile statistical data for compliance purposes.
Coach and counsel personnel and provide guidance on customer-service and performance issues.
Conduct regular performance reviews for team members.
Encourage teamwork and the generation and implementation of individual and team ideas.
Communicate with managers, peers, team members, and other departments; administer company policies and procedures; and provide the team with tools, resources, and training to meet or exceed operational performance goals.
Coordinate operations, including scheduling, hiring, training, and inventory.