Shift Manager, Customer Services

Envoy Air Inc; Morrisville (NC); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Amazing flight privileges

Training and development programs

Health and life benefits (location‑drn

Job summary

Envoy Air Inc. is seeking a Customer Service Shift Manager in Morrisville, NC to lead a frontline team within our airline operations.

You will ensure high levels of customer service, manage staff during peak periods, and coordinate daily operations to meet safety and service goals. You will coach, review performance, and strive for continuous improvement with cross-functional teams while maintaining budgets and schedules.

Qualifications

• Must be able to work in a team environment and prioritize work to meet deadlines.
• Must be able to work with minimal supervision and be self-motivated.
• Minimum age of 18 and ability to read/write/speak English.
• Valid US driving license or travel authority for business needs.
• Willing to work rotating shifts including nights, holidays, weekends.
• Legal right to work in the United States.
• Strong communication, initiative and judgment.

Responsibilities

• Provide quality service and achieve customer satisfaction.
• Resolve customer service and operational problems during duty.
• Generate and implement quality improvement ideas with cross-functional teams.
• Evaluate team performance using observations, feedback, and data.
• Meet profitability and cost control goals by budgeting and cost reduction.
• Ensure compliance with safety/government requirements during tours.
• Coach and counsel personnel on customer service and performance.
• Conduct regular performance reviews for team members.
• Encourage teamwork and implement best ideas.
• Communicate with managers and departments to run effective operations.
• Coordinate scheduling, hiring, training, and inventory management.

Skills

Teamwork

Prioritization

Leadership

Communication

Analytical abilities

English fluency

Punctuality

Self-motivation

Attention to detail

Education

High school diploma or GED

Tools

Sabre

Job description

Overview

Who we are:

Would you like to work for a stable, secure, and fast-growing airline where you will be stimulated, challenged, and have the opportunity to develop your career? If so, read on! Come and work with the best of the best at Envoy Air where you will join a team committed to providing outstanding service.

We offer:

• Amazing employee flight privileges within the American Airlines global network
• Training and development programs to take your career to the next level
• Comprehensive health and life benefits (subject to location)

Responsibilities

How will you make an impact?

Responsibilities

• Responsible for providing quality service and achieving superior customer satisfaction
• Resolves customer service and operational problems during tour of duty, working in the operation during peak or irregular periods, spending time in the operation interacting with customers and employees, and preparing customer correspondence
• Through the use of cross-functional teams, the Shift Manager will generate and implement quality improvement ideas
• Will evaluate team performance through corporate quality control measurements, such as observations, feedback, data and customer complaints and compliments
• Responsible for meeting profitability and cost control goals by developing and monitoring budgets and spending, actively seeking cost reduction ideas, and monitoring lost time
• Ensures compliance with all operations (safety/government requirements) during tour of duty. Investigates discrepancies and compiles statistical data for compliance purposes
• Coaches and counsels personnel and provides guidance to team on customer service and performance issues
• Conduct performance reviews for team members on a regular basis
• Encourages employee teamwork to generate and implement individual and the team's best ideas
• Overall, the Customer Service Shift Manager will run an effective operation by communicating with managers, peers and team members, both within their immediate department, as well as with other departments and by administering company policies and procedures as well as providing their team with necessary tools, resources and training to meet or exceed all operational performance goals
• Coordinates operation including scheduling, hiring, training, inventory, etc.

Qualifications

Who are we looking for?

Requirements

• The ideal candidate must be able to work in a team environment and the ability to prioritize work and projects in order to meet deadlines and objectives.
• Must be able to work with minimal supervision, report to work regularly and on-time, and be self-motivated.
• Minimum age of 18
• High school diploma or GED equivalent
• Possess a valid, unexpired and unsuspended REAL ID-compliant, state driver’s license; or otherwise maintain all necessary authority and identification to travel for business needs as required;some license restrictions may prohibit a candidate from being considered for this role.
• Willing and able to work rotating shifts including nights, holidays, weekends, and days off
• Possess the legal right to work in the United States
• Must be able to read, write, fluently speak, and understand the English language
• Able to lead and motivate employees in working as a team
• Demonstrated ability to communicate verbally and in writing, leadership, initiative and judgment
• Must demonstrate strong administrative and analytical abilities
• Position may also require the ability to become certified as a Ground Security Coordinator (GSC). Previous experience in airport operations preferred.
• Sabre experience preferred

Please note: The description is intended to provide a brief overview of the position. It’s not intended to be an exhaustive list of all responsibilities, duties, expectations, and skills required of those in this position. Duties and expectations may be subject to change at any time.

Envoy Air is an Equal Opportunity Employer – Minorities/Women/Veterans/Disabled.

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