Supervisor, Staffing Coordinator

Envoy Air•Los Angeles, CA

5d•Onsite

About The Position

This role provides internal customer service to over 100 agents and leads while supporting the daily operation for the Above the Wing workgroups. This position has a direct impact on the Customer Care Department's operational performance. Envoy Air Inc., a wholly owned subsidiary of American Airlines Group, provides regional flight service to American Airlines under the American Eagle brand and ground handling services for many American Airlines Group flights. The company was founded in 1998 as American Eagle Airlines, Inc., following the merger of several smaller regional carriers to create one of the largest regional airlines in the world. Envoy is headquartered in Irving, Texas, with hubs in Dallas/Fort Worth, Chicago and Miami, with a large ground handling operation in Los Angeles.

Requirements

Minimum age of 18
High school diploma or GED equivalent; college degree preferred
Possess a valid, unexpired and unsuspended REAL ID-compliant , state driver’s license; some license restrictions may prohibit a candidate from being considered for this role
Possess the legal right to work in the United States
Must be able to read, write, fluently speak, and understand the English language and in Caribbean bases, Spanish is preferred.
Knowledge of CWA agreement and local overtime policy
Familiarity with attendance coding and CS policy
Knowledge of Microsoft Excel and Outlook
Demonstrates above average qualities of leadership, initiative and judgment
Must perform job functions in variable weather conditions as well as environmental conditions.
Must be able to lift bags weighing up to 75lbs.
Ability to work rotating shifts including weekends, holidays and days off
Must be able to perform all duties under sometimes stressful conditions beyond the employee's control while attempting to influence a favorable impression of American Eagle, American Airlines or any other contracted airline service provided by Envoy
May be subjected to engine fumes, vehicle emissions, dust, engine noise and de-icing fluids
Must be able to work with minimal supervision, report to work regularly and on-time, and be self-motivated

Nice To Haves

Previous Customer Service experience preferred

Responsibilities

Responsible for Dynamic Manning tasks; this consist of assigning every arrival and departure flight to the operational agents and coordinate their lunches.
Providing operational updates related to changes in assignments and tasks that have not been acknowledged on time by the agents.
Ensure adequate operational coverage, responsible for scheduling and manpower utilization in a regular basis.
Process and award OT requests in Roster Apps according to the local overtime policy and CWA contract and based on operational needs.
Coding absences accordingly and generate staffing reports for Leadership.