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Customer Service Manager, Airport Workforce Development

Location: Fort Worth, TX
Job # 11549723
Date Posted: 11-01-2018
This job is a member of the Hubs & Gateways or Stations Team within the Customer Experience Division. ​​This position will be responsible for ensuring a high performing operation by leading, engaging, coaching and developing front-line team members. Also responsible for supporting their teams' efforts in creating a safe, reliable operation while delivering an elevated customer experience.
Specifically, you’ll do the following:
  • ​​Drives operational excellence
  • Creates an environment that cares for our frontline team members and celebrates the team successes
  • Leads airport team to perform their work in a safe, efficient manner and in compliance with Federal, state and local regulations including DOT, FAA and other government agencies
  • Provides frontline team exceptional support through a variety of mechanisms in order for them to deliver superior customer service
  • Coaches and mentors frontline team members in skill development, customer service elevation and company culture behaviors
  • Promotes an environment of mutual respect and trust between frontline team members
  • Establishes and promotes effective relationships with external and internal customer base that fosters compassion, authenticity, integrity, respect and dignity
  • Provides the direction and appropriate support structure using effective resources to enable the team to deliver high performance
  • Assesses operational environment and conditions to ensure corporate and local scorecard metrics are fulfilled through collaboration across departments and levels
  • Ability to work extra hours when there are operational needs
  • Ability to work rotating shifts including weekends, holidays and days-off
In addition, you'll:
  • Prepare staffing coverage for next day(s) to minimize the need for extra hours
  • Resolve operational staffing problems including approval of extensions and VTO
  • Communicate coverage and staffing to team CSMs while coordinating closely with operational leadership
  • Manage the staffing needs during the operation by making decisions on the approval of shift extensions, OT based on loads/volumes, paid lunches, late night operation needs
  • Utilize existing and new staffing tool to efficiently allocate staff during the operation
  • Handle the staffing needs for late night operations and assess mando requirements by working closely with operation MODs and CSMs to ensure proper IROPs coverage
  • Be an integral part of the bid creation process by providing feedback and using daily experiences to identify needs and fix areas of focus including preparing open relief bids that fit the need of the operation
  • Document and analyze OT usage looking for trends and potential bid focus areas
Required Qualifications
  • ​​​High School diploma or GED equivalency
Preferred Qualifications
  • ​​​Previous airport customer service experience
  • 2 years experience leading others
  • Exposure to hub operation preferred
  • Knowledge of company policies and procedures and functional automation applications
  • ​​Ability to bring out the best performance in the workforce through proactive employee engagement and support for an inclusive working environment
  • Ability to actively listen - giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate
  • Critical thinking ability - using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
  • Ability to monitor and assess performance of self, team members and the operation to make improvements or take corrective action
  • Strong decision making skills
  • Ability to work independently as well as collaboratively
  • Ability to work under demanding operational conditions
  • Ability to prioritize and execute with a sense of urgency and preciseness
  • Ability to use sound business judgment to resolve issues with internal and external customers
  • Ability to coordinate station activities and collaborate with multi-functional departments and agencies to ensure essential needs are met for a safe, efficient, on-time operation
  • Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.
  • Has USPS clearance or the ability to obtain USPS clearance. USPS has a five-year United States residency requirement
  • Ability to promote connection and understanding with team members, customers and management team
  • Ability to work extra hours when there are operational needs, such as weather delays
  • Ability to work rotating shifts including weekends, holidays and days-off
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Gyna M. Bivens
President & Executive Director
North Texas LEAD

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