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Supervisor Customer Service
Southwest Airlines - Denver, CO
posted 3 days ago
About the position
The People of Southwest Airlines come together to deliver on our Purpose, which is to connect People to what's important in their lives through friendly, reliable, and low-cost air travel. Our Customer Service Supervisors manage and train Customer Service Agents, Operations Agents, and Skycaps at our Station. This role connects with many People to ensure the assignments of various Ground Operations Teams are completed with Safety as the top priority. The Customer Service Supervisor serves as a Leader by observing and offering guidance, ensuring Safety and compliance procedures are followed, and reading and delivering communications to convey important updates. Customer Service Supervisors seamlessly pivot from one task to another as needed and are strategic thinkers who communicate effectively while leading and supporting a Team.
Responsibilities
- Actively coordinate with all Departments to maintain the station's on-time performance, Employee morale, and Customer satisfaction
- Respond to and resolve Customer questions, requests, or complaints
- Oversee day-to-day airport operations to create a safe, secure, 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
- Monitor and achieve results against key metrics, and hold 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, closing bids, daily work assignments, daily payroll, and attendance reports
- Monitor staffing in all areas and verify that overtime is used properly
- Assure proper administration of labor contracts or agreements, emphasizing minimal labor disputes
- May perform other job duties as directed by Employee's Leaders
Requirements
- Fully functioning, broad knowledge in Airlines Operation Management
- Fully functioning, broad knowledge in Customer Service
- Knowledge of principles and processes for providing Customer and personal services
- Knowledge of applicable Collective Bargaining Agreements and their applications
- Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources
- Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography, and transcription
- Skilled in using logic and reasoning to identify the strengths and weaknesses of alternative solutions
- Ability to shift back and forth between two or more activities or sources of information
- Ability to apply general rules to specific problems to produce answers that make sense
- Ability to recognize and address performance and safety concerns in a timely manner
- Ability to ensure all equipment is maintained and available for the operation
Benefits
- Fly for free, as a privilege, on any open seat on all Southwest flights (your eligible dependents too)
- Southwest will help fund your Retirement Savings Plan with Company contributions up to 9.3% of your eligible earnings
- Potential for annual ProfitSharing contribution in the Southwest Retirement Savings Plan
- Competitive health insurance for you and your eligible dependents (including pets)
- Health plan coverage options that start from the very first day of employment
