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Supervisor Airport Operations Customer Service Palau
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Supervisor - Airport Operations
•ROR - Koror Palau
+ Focus on leading and developing the skills of front-line co-workers with the goal of delivering consistent and excellent customer service and delivering a quality product in accordance with Company guidelines + Ensure consistency on operational service and product delivery + Lead performance dialogues with front-line co-workers to review metrics performance boards and issues boards + Develop and support standard work and continuous improvement processes + Oversee and support the performance of a team zone or cell + Focus on performance issues with the goal of changing co-worker behavior + Set expectations with front-line co-workers and gain their commitment to act in accordance with Company guidelines and union agreements + Serve as subject matter expert on safety service and procedures
+ Engage front-line co-workers to deliver excellent customer service and an on-time quality product – for example participate in briefings and develop team communications + Engage and recognize external customers + Monitor front-line co-worker behavior with customers (both internal and external) to ensure consistency and compliance with Company guidelines procedures and standards + Monitor the performance of a team zone or cell taking actions as necessary to ensure daily goals are met + Assess and delegate the appropriate work tasks to Service Directors/Leads/Pursers + Identify issues and engage in structured problem solving to assist front-line co-workers in accomplishing work + Conduct trend analyses review key metrics and take actions to address items not on track – lead performance dialogues with front-line co-workers to review metrics performance boards and issues boards + Develop and implement standard work and continuous improvement processes + Set expectations with co-workers with regard to 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 Performance Management Activities + Develop actions plans to affect behavior change (e.g. dependability overall job performance) + Provide technical guidance and interpret company guidelines and procedures and/or union agreements to assist employees in performing functional tasks and to ensure that safety security and service are delivered consistently + Identify address and issue appropriate and timely corrective action in accordance with guidelines + Conduct “routine” investigations as appropriate into performance safety (damages and injuries) 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 Administrative Activities + Complete all mandatory regulatory and Company required documentation of activities + Document performance issues into case management system + Attend division/unit/group meetings + Participate on collateral projects + Email/Voicemail follow up
+ Bachelor’s degree or equivalent work experience + Business Acumen/Continuous Improvement + Customer Focus + Accountability + Teamwork + Engagement/Motivation + Safety orientation + Planning/multi-tasking + Must be fluent in English and Palauan (written and spoken) + Strong written and oral communication skills + Experience leading and influencing a team and customer service experience + Conflict resolution and decision making with the ability to lead + Proficient in IT systems and common software appropriate to work group + Must be legally authorized to work in the Republic of Palau for any employer without sponsorship + Successful completion of interview required to meet job qualification + Reliable punctual attendance is an essential function of the position
+ Experience supervising or leading a team
62 Airport Operations
Professional Opportunities Equal Opportunity Employer – Minorities/Women/Veterans/Disabled
Supervisor Airport Operations Customer Service Palau job at United Airlines
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