Ground Ops Customer Service Supervisor

swa; Chicago (IL); On-site; USD 50,000 - 52,000; Full time

Benefits offered by this job

Fly free

401(k) match

STI bonus

Profit sharing

Health insurance

First-day health coverage

Job summary

Southwest Airlines in Illinois is seeking a Supervisor Customer Service to lead and support Customer Service Agents, Operations Agents, and Skycaps, ensuring safe and on-time service and high customer satisfaction.

You will coordinate across departments, manage schedules, address customer questions, and monitor daily performance to meet targets while promoting a positive work environment and adherence to company policies.

Qualifications

Responsibilities

• Actively coordinate with all Departments to maintain the station's 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 through effective decisions, Assign and track Agents for training compliance
• 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, review and ensure accurate delay coding
• 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 minimal

Job description

Southwest Airlines in Illinois is seeking a Supervisor Customer Service to lead and support Customer Service Agents, Operations Agents, and Skycaps, ensuring safe and on-time service and high customer satisfaction.

You will coordinate across departments, manage schedules, address customer questions, and monitor daily performance to meet targets while promoting a positive work environment and adherence to company policies.