Passenger Service Supervisor

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following, but are not limited to:

• Supervises the planning, organization, and development of the operation.
• Ensures that staff levels are maintained to meet the standards of internal/external service level/quality assurance, and reports to Sr Manager if additional staffing is required.
• Manage employee schedules.
• Complete and submit a Daily Tour Report on employee attendance, productivity, and daily operations.
• Daily inspection of all working areas.
• Monitor the safety and security of the operation at all times.
• Address performance problems through a corrective action plan and dismissal
• Conduct daily briefings with team members to ensure productivity and compliance.
• Promote an environment of mutual respect and trust between team members.
• Coach and mentor team members in skill development, exceeding customer experience and company culture behaviors, policies, and procedures.
• Work in conjunction with other departments to ensure a high level of customer service.
• Guarantees the delivery of the service to the airlines/airports in accordance with the contracts and within the agreed budget level.
• Guarantees immediate notification to Senior Management and the Director, of the Safety and Compliance Corporation is notified of any audit and current or pending results.
• Investigate and report all accidents, incidents, and irregularities, including accidents/incidents related to work, passenger incidents involving employees of Eulen America, and damage to property and/or the passenger,s and complete Incident Reports for an issue, incident, injury of any customer or team member.
• Know all Aviation and Operational policies and procedures.
• Other duties as assigned.

QUALIFICATIONS
EDUCATION, LICENSE, and/or CERTIFICATION

• High school diploma or GED
• Valid driver’s license

EXPERIENCE and/or KNOWLEDGE 

• Minimum 3 years in Customer Services experience.

SKILL and/or ABILITIES

• Must be able to fluently speak, read, and write in English. Bilingual is a plus.
• The ability to work and communicate with all levels of Operations and management.
• Should possess a work style and conduct that is approachable and hospitable, while motivated to achieve results.
• Knowledge of TSA, CBP, and Aviation procedures and regulatory requirements for baggage security, dangerous goods, and baggage handling procedures.
• Must pass a criminal background check as well as a drug screen prior to employment.
• Must have schedule flexibility for the weekend, holiday, and night shifts.
• Must be able to stand, lift, bend, push, and pull for extended periods of time.
• Must be willing to work outside in all types of weather and elevated noise levels within the airport environment
• Must be very organized, with strong attention to detail; must stay on top of paperwork
• Strong computer skills including Microsoft Office, especially World, and Excel

TRAVEL
Negligible