Customer Service Operations Supervisor

2 weeks ago

Seattle, Washington, United States Alaska Airlines Full time

Company: Alaska Airlines

The Team: Our airport teams collaborate to ensure a seamless journey for our guests, facilitating their movement from curb to cabin while crafting exceptional experiences. We value individuals who can warmly engage with diverse populations, think quickly on their feet, and adapt to varying schedules. In return, we offer a competitive rewards package, opportunities for professional growth, and a range of benefits designed to elevate your career.

Role Summary: The Customer Service Operations Supervisor is responsible for overseeing the safe, timely, and compliant operation at departure gates. This role ensures that the necessary tools and equipment are accessible and functioning effectively for team members at Alaska Airlines. As a leader, the Supervisor sets priorities for the team, enhancing customer relations and ensuring that service standards are not only met but exceeded.

Key Responsibilities:

  • Lead a team of Customer Service Agents, managing scheduling, training, attendance, discipline, and performance while establishing clear priorities.
  • Investigate and report on delays and irregular flight activities, proposing solutions to prevent future occurrences.
  • Make informed decisions to ensure that all necessary tools and equipment are available and operational for staff to perform their duties efficiently.
  • Supervise ticketing, boarding, customer relations, security protocols, load planning, and baggage handling procedures.
  • Monitor adherence to FAA and company regulations, regularly reviewing relevant documentation.
  • Develop team members through effective performance management, coaching, and constructive feedback.

Qualifications:

Required:

  • A minimum of 3 years of experience in customer service.
  • A Bachelor’s degree or an equivalent of two additional years of work experience in lieu of a degree.
  • Proven ability to lead, motivate, and communicate effectively with a diverse workforce and internal teams.
  • Willingness to work a flexible schedule, including weekends and holidays.
  • High school diploma or equivalent.
  • Must be at least 18 years of age and authorized to work in the U.S.

Preferred:

  • Experience in the airline industry.
  • Background in leading and coaching employees.
  • Experience in scheduling shifts and managing budgetary controls.

Leadership Expectations: Embody our core values by prioritizing safety, integrity, kindness, performance, and exceptional service.

Compensation: Salary range is competitive and based on various factors, including location and relevant experience. We are committed to equitable compensation and comprehensive benefits.

Total Rewards: Alaska Airlines offers a variety of benefits, including travel privileges, health programs, a robust 401k match, bonus plans, and generous paid time off.

Employment Type: Full-Time

Equal Employment Opportunity: We are proud to be an Equal Employment Opportunity (EEO) and Affirmative Action (AA) employer, committed to diversity and inclusion in our workforce.

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