Airport Ground Ops: Customer Service Supervisor

swa; Windsor Locks (CT); On-site; USD 50,000 - 52,000; Full time

Benefits offered by this job

Free flights for employee and eligible

401(k) company match up to 9.3%

3% STI bonus

Profit-sharing potential

Health insurance for you and dependens

Health plan options from day one

Job summary

Southwest Airlines is seeking a Supervisor Customer Service to lead and develop Customer Service Agents, Operations Agents, and Skycaps while ensuring safety and on-time performance at the airport.

You will monitor scheduling, training, and daily reports, and collaborate with other Airport Operations Teams to keep flights on schedule and customers satisfied.

The role emphasizes leadership, customer care, and adherence to Southwest values in a fast-paced environment.

Responsibilities

• Actively coordinate with all Departments to maintain on-time performance, employee morale, and customer satisfaction.
• Respond to and resolve Customer questions, requests, or complaints.
• Oversee day-to-day airport operations to create a safe, secure, and legally compliant service‑conscious environment, meet or exceed performance goals.
• Coordinate actively with all Departments to maintain the Station's on-time performance. Report status updates to leaders and employees consistently.
• Drive performance processes by forecasting operational situations that may impact the operation, monitoring and achieving results against key metrics, and holding responsible parties accountable for results.
• Work with staff planning to build bids that are in line with department's hourly goals.
• Perform administrative duties daily, such as building of shift bids, closing bids, daily work assignments, daily payroll, and attendance reports, monitoring staffing in all areas and verifying that overtime is used properly.
• Assure proper administration of labor contracts or agreements, emphasizing

Job description

Southwest Airlines is seeking a Supervisor Customer Service to lead and develop Customer Service Agents, Operations Agents, and Skycaps while ensuring safety and on-time performance at the airport.

You will monitor scheduling, training, and daily reports, and collaborate with other Airport Operations Teams to keep flights on schedule and customers satisfied.

The role emphasizes leadership, customer care, and adherence to Southwest values in a fast-paced environment.