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Shift Manager, Passenger Services Operations Lead
2 months ago
We are seeking a highly skilled and experienced Shift Manager to join our team at Envoy Air Inc. as a Customer Service Operations Manager. This role will be responsible for leading a team of customer service representatives and ensuring that our passengers receive exceptional service.
Key Responsibilities- Lead a team of customer service representatives to achieve superior customer satisfaction
- Resolve customer service and operational problems during peak or irregular periods
- Develop and implement quality improvement ideas through cross-functional teams
- Evaluate team performance through corporate quality control measurements
- Meet profitability and cost control goals by developing and monitoring budgets and spending
- Ensure compliance with all operations (safety/government requirements) during tour of duty
- Coach and counsel personnel and provide guidance on customer service and performance issues
- Conduct performance reviews for team members on a regular basis
- Encourage employee teamwork to generate and implement individual and team's best ideas
- Ability to work in a team environment and prioritize work and projects to meet deadlines and objectives
- Ability 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
- Valid state driver's license
- Willing and able to work rotating shifts including nights, holidays, weekends, and days off
- Possess the legal right to work in the United States
- Ability 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
- Strong administrative and analytical abilities
- Previous experience in airport operations
- Sabre experience
Envoy Air Inc. is a leading regional airline providing flight service to American Airlines under the American Eagle brand and ground handling services for many American Airlines Group flights. We are committed to providing exceptional service to our passengers and are seeking a highly skilled and experienced Shift Manager to join our team.
