Team Leader Ground Operations

1 week ago

Boston Massachusetts, United States Pacific Aviation Full time
Pacific Aviation is a premier airport handling service provider committed to delivering outstanding support for some of the most esteemed airlines globally.

We recognize that our success over the past 25 years is attributed to our dedicated team members, and we are focused on nurturing and developing our workforce. Currently, we operate at three major airports on the West Coast and have expanded our reach to the East Coast through our recent acquisition.

At Pacific Aviation, we embrace diversity and believe that a varied team enhances our capabilities. We value different backgrounds and perspectives, which ultimately benefit our employees, services, and the community. All hiring, promotion, and performance evaluations are conducted based solely on merit.

We are seeking a proactive and driven individual to join our team as a Team Leader to guide our ground staff with effective and supportive leadership. If you are passionate about providing exceptional customer experiences in the travel sector and have a strong inclination towards frontline management, we encourage you to consider this opportunity.

POSITION OVERVIEW
As a Team Leader at Pacific Aviation, you will oversee a team of customer service representatives. Your responsibilities will include ensuring the delivery of superior customer service, monitoring and confirming flight operations, and adhering to all safety and operational protocols. This role reports directly to the Account Managers.

KEY RESPONSIBILITIES:
  • Manage and optimize the allocation of ground staff.
  • Verify staff attendance and oversee scheduling.
  • Supervise the integration of all necessary methods for flight handling.
  • Serve as the commercial liaison for airline accounts.
  • Ensure timely and efficient setup of staff with required equipment.
  • Monitor check-in equipment for operational readiness.
  • Prepare and facilitate team briefings and debriefings.
  • Ensure seamless flight turnaround from check-in to departure.
  • Confirm all flight-related actions.
  • Actively pursue objectives set by the Quality Department.
  • Adhere to operational procedures and guidelines throughout the flight process.

  • Inform the Account Manager of any discrepancies related to flight handling.
  • Collaborate with the Account Manager to communicate any issues to airlines that may hinder a high-quality flight turnaround.

  • Effectively implement special circumstances and airline procedures while considering final operating handover instructions and service notes.

  • Document flight data on support sheets and necessary paperwork for Pacific Aviation and the airline.

  • Ensure compliance with safety and security regulations.
  • Oversee the professional appearance of agents and the proper maintenance of equipment.

  • Assist in daily flight briefings and debriefings for staff.
  • Resolve team conflicts or deviations from work standards tactfully and effectively.
  • Enforce compliance with our Safety policy and provide necessary tools for frontline staff to enhance our Safety performance and corporate Safety culture.

  • Lead investigations into incidents or accidents related to employee health and safety or general aviation safety.

QUALIFICATIONS:
  • Minimum of 6 months experience in passenger and customer service.
  • Comprehensive knowledge of company methods, general procedures, and airline policies.
  • Ability to adapt to operational constraints and customer needs.
  • Proficient in meeting customer demands efficiently and effectively.
  • Capacity to reflect on actions to be taken in unexpected situations.

COMPENSATION AND BENEFITS:
  • Competitive hourly wage.
  • Paid training programs.
  • Supportive leadership team.

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