Airport Operations Supervisor

il y a 4 semaines

Paris, Île-de-France United Airlines Temps plein
Job Summary

United Airlines is seeking a highly skilled Airport Operations Supervisor to join our team. As a key member of our airport operations team, you will be responsible for leading and developing the skills of front-line co-workers to deliver consistent and excellent customer service and a quality product in accordance with company guidelines.

Key Responsibilities
  • Lead and develop the skills of front-line co-workers to deliver excellent customer service and a quality product.
  • Monitor front-line co-worker behavior with customers to ensure consistency and compliance with company guidelines, procedures, and standards.
  • Assess and delegate work tasks to Service Directors/Leads/Pursers to ensure daily goals are met.
  • Identify issues and engage in structured problem-solving to assist front-line co-workers in accomplishing work.
  • Develop and implement standard work and continuous improvement processes.
  • Set expectations with co-workers regarding performance standards, including consistent and outstanding delivery of service and product.
  • Provide front-line co-workers with regular coaching, feedback, and recognition, as appropriate.
  • Develop skills of front-line co-workers by coaching on performance, as it relates to customer service and products.
  • Communicate effectively to ensure priorities are understood and acted upon, with clear turnover for continuity across shifts.
  • Serve as a subject matter expert on service and procedures.
  • Develop action plans to affect behavior change, including dependability, overall job performance.
  • Provide technical guidance and interpret company guidelines and procedures to assist employees in performing functional tasks and to ensure safety, security, and service are delivered consistently.
  • Identify, address, and issue appropriate and timely corrective action in accordance with guidelines.
  • Conduct routine investigations into performance, safety, complaints, and other work issues.
  • Recognize and document excellent performance.
  • Partner with vendor supervisor staff to define and address performance impacting shared goals and service delivery to United's customers.
  • Participate in peer, safety, and accident review boards.
  • Confront and address inappropriate behavior and performance issues with specific feedback.
  • Complete all mandatory regulatory and company required documentation of activities.
  • Document performance issues into the case management system.
  • Attend division/unit/group meetings.
  • Participate on collateral projects.
  • Email/Voicemail follow-up.
Requirements
  • Bachelor's degree or 4 years of relevant work experience.
  • Experience leading and influencing a team and customer service experience.
  • Strong written and oral communication skills.
  • Conflict resolution and decision-making, with the ability to lead.
  • Experience supervising Union personnel a plus.
  • Proficient in IT systems and common software appropriate to work group.
  • Ensure front-line co-workers are delivering on service, performance, and safety objectives set by the company and station.
  • Operational performance, controllable expense, revenue generation, front-line performance, safety performance, and business acumen/continuous improvement.
  • Customer focus, conflict resolution, accountability, teamwork, engagement/motivation, safety orientation, and planning/multi-tasking.
  • Must be legally authorized to work in France for any employer without sponsorship.
  • Must be fluent in English and French (written and spoken).
  • Successful completion of interview required to meet job qualification.
  • Reliable, punctual attendance is an essential function of the position.

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