Terminal Operations Supervisor

City of Charlotte•Charlotte, NC

19h•Onsite

About The Position

Welcome to the City of Charlotte, America’s Queen City, a diverse and inclusive community where people work together to thrive. The mission of the City of Charlotte is to deliver quality public services and promote the safety, health, and quality of life for all residents. This position supervises, develops, and participates in the work of City and contract employees in the Terminal Operations division. During irregular operations and stranded passenger events, the role will supervise and participate in customer service efforts. Work includes organizing shift resources, assigning tasks, training, scheduling, conducting performance reviews, interviewing and selecting prospective employees, and relaying and following complex oral and written instructions. This role requires the ability to act decisively and exercise independent judgment within established rules, regulations, and procedures. The position demands the ability to establish effective working relationships while representing the Airport and the City of Charlotte in a professional, positive, and customer service-focused manner.

Requirements

Associate’s degree and three years of experience, or a bachelor’s degree and one year experience required or an equivalent combination of education and relevant work/industry/military/job specific experience that provides the necessary knowledge, skills and abilities to successfully perform the essential job duties.
Experience should include supervisory responsibilities in the area of Airport Operations, airline operations or customer service.
Must demonstrate strong situational awareness and be able to work in a fast paced environment.
Knowledge of the practices and techniques used in the field of customer service, airport or airline operations, and irregular operations at an airport.
Skills to communicate effectively orally and in writing.
Skills to efficiently manage multiple priorities and tasks.
Skills to lead and motivate a diverse staff.
Skills to develop creative new programs and activities.
Effective organizational skills.
Ability to be clearly understood over a public address system, telephone and radio.
Ability to represent the airport in a professional, positive manner and provide exceptional customer service to the traveling public, tenants, co-workers and others.
Ability to respond calmly and effectively in emergencies, and effectively manage sensitive and tense situations.
Valid driver’s license in state of residency and ability to obtain and maintain a City Driving Permit.
Ability to pass a background check in advance of start date required. Certain convictions willבל disqualify individuals from unescorted access privileges and therefore exclude from employment.
Final candidates must pass a pre-employment drug-screening test and physical examination.
During the selection process, candidates may be asked to take a skills test, and/or participate in other assessments.

Responsibilities

Supervises and participates in the work of Terminal Operations Coordinators, Terminal Operations Agents, International Arrivals Assistant, Lost and Found Administrator and Airport Information Desk Representatives.
Oversees the day-to-day operation in the airport terminal, lobby, and curbside areas and provides face to face customer service to the traveling public, observes and reports terminal, lobby, and curbside area issues to maintain a safe, efficient, and pleasant atmosphere.
Supervises and participates in the work of the Airport’s current Customer Services Contract holder as well as the Visitor Info Center as necessary to ensure customer service standards remain consistent with Aviation Department and other airport business partners.
Resolves and investigates difficult or unusual customer service issues.
Continually monitors areas of responsibility and enforces rules, regulations, and the application of CLT customer service standards.
Assesses terminal facilities, systems, and processes to ensure they adequately provide intended and essential information for customers (for example, signage, public address, flight information display, telephone, and general terminal maintenance). Assists with the development and enforcement of terminal standards including signage, smoking, stanchions, etc.
Provides direct support to passengers stranded overnight in the terminal. Assists Terminal Operations Manager with storing and maintaining supplies and equipment necessary to support irregular and contingency operations.
Responds to emergency and irregular operations as well as conducts training for internal and external personnel on customer service, emergency procedures, and irregular operations.
Maintains accurate records and produces reports.
Effectively communicates verbally, in writing, via radio and public address equipment.
Assists in the creation and update of policies and procedures and make recommendations for improvements in safety, security, and efficiency.
Support other Airport Operations Sections by performing assistance duties for irregular and emergency operations such as crowd control, fire watches, escorts, and other duties deemed necessary for continuity of operations.
Other duties as assigned.