Tower Agent

**_France, Paris_**
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**_Airport Customer Service_**
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**_03-Apr-2023_**
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**_Ref #: 20171_**
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**_How you'll help us Keep Climbing (overview & key responsibilities)_**:

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**_Vision: Deliver world-class service to all customers. _**

**_Mission: Make every customer feel like the most valued person.
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- _Can be assigned to either Field role or Customer Experience role, positions are interchangeable and all under the Tower agent scope, after full training provided. _
- _Performs a variety of duties according to the functional work area assignment, under certain circumstances, personnel may be required to perform all functions. _
- _Subject to rotating shifts and off days. _
- _Develops a line of communication with AF operations management as well as other actors necessary to ensure maximized use of the airport facility and minimized obstruction of Delta aircraft and passenger movement. _
- _Responsible for reviewing AF gate plot and recommending alternate gate assignments to minimize passenger misconnects while improving Delta operational performance. _
- _Coordinates with ACS OSMs on duty, ACS agents/Red Coats and business partners to ensure execution of on-time aircraft turn and departure. _
- _Works with the Operations Customer Center and other Hub Coordination Centers in implementing the daily operation to meet safety, reliability, and customer service KPIs and Net Promoter (NPS) goals. _
- _Responsible for distribution of daily outlook and operational pages as needed throughout the day. _
- _Ability to review/create reporting and participate as needed in ad-hoc projects as guided by ACC OSM. _
- _Participates in daily briefing and actions any concerns raised from Delta, AF or business partners that could impact operation. _
- _Monitors the inbound customer/baggage connections, provides analysis, and makes decisions regarding local and down/up-line connections and customers impacted by cancelled or delayed flights. _
- _Directs the necessary personnel to meet late or cancelled flights for proper customer handling, assistance, re-accommodation, and baggage handling. _
- _Practices safety-conscious behaviors in all operational processes and procedures._
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**_What you need to succeed (minimum qualifications)_**:

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- _Knowledge of OSS and RES automation systems preferred as well as AF systems. _
- _Should have strong analytical, organizational, and administrative skills. _
- _Should be proficient in communication skills: verbal, written, and listening. _
- _Must speak, write and read English and French fluently._
- _ Strong interpersonal, problem solving, and decision-making skills are preferred. _
- _Should be a self-starter and able to manage multiple tasks simultaneously. _
- _Prior experience working in an Airport Control Center (ACC)/Hub Tower environment is desired. _
- _Operational experience in Airport Customer Service (passenger service and ground operations) is preferred. _
- _Must be flexible and willing to work rotating shifts and days off._
- _ Must be performing satisfactorily in present position._
- _ (If transferring internally) Must be performing satisfactorily in present position._
- _ Consistently prioritizes safety and security of self, others, and personal data._
- _ Embraces diverse people, thinking, and styles._
- _ Possesses a high school diploma, GED, or high school equivalency._

**_What will give you a competitive edge (preferred qualifications)_**:

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- N/A_
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