United Airlines Customer Service Supervisor - Airport Operations in Newark, New Jersey

We have a wide variety of career opportunities around the world — come find yours.

Airport Operations

The Airport Operations department keeps operations at our airports running smoothly through planning, organization and supervision.

Job overview and responsibilities

  • Focus on leading and developing the skills of front-line co-workers with the goal of delivering consistent and excellent customer service and delivering a quality product in accordance with Company guidelines

  • Ensure consistency on operational, service and product delivery

  • Lead performance dialogues with front-line co-workers to review metrics, performance boards and issues boards

  • Develop and support standard work and continuous improvement processes

  • Oversee and support the performance of a team, zone or cell

  • Focus on performance issues with the goal of changing co-worker behavior

  • Set expectations with front-line co-workers and gain their commitment to act in accordance with Company guidelines and union agreements

  • Serve as subject matter expert on safety, service and procedures

Team Leadership Activities

  • Engage front-line co-workers to deliver excellent customer service and an on-time quality product - for example, participate in briefings, and develop team communications

  • Engage and recognize external customers

  • Monitor front-line co-worker behavior with customers (both internal and external) to ensure consistency and compliance with Company guidelines, procedures and standards

  • Monitor the performance of a team, zone or cell, taking actions as necessary, to ensure daily goals are met

  • Assess and delegate the appropriate work tasks to Service Directors/Leads/Pursers

  • Identify issues and engage in structured problem solving to assist front-line co-workers in accomplishing work

  • Conduct trend analyses, review key metrics and take actions to address items not on track - lead performance dialogues with front-line co-workers to review metrics, performance boards and issues boards

  • Develop and implement standard work and continuous improvement processes

  • Set expectations with co-workers with regard to performance standards including consistent and outstanding delivery of service and product

  • Provide front-line co-workers with regular coaching, feedback and recognition, as appropriate

  • Develop skills of front-line co-workers by coaching on performance, as it relates to customer service and products

  • Communicate effectively to ensure priorities are understood and acted upon, with clear turnover for continuity across shifts

  • Serve as a subject matter expert on service and procedures

Performance Management Activities

  • Develop actions plans to affect behavior change (e.g. dependability, overall job performance)

  • Provide technical guidance and interpret company guidelines and procedures and/or union agreements to assist employees in performing functional tasks and to ensure that safety, security and service are delivered consistently

  • Identify, address and issue appropriate and timely corrective action in accordance with guidelines

  • Conduct "routine" investigations, as appropriate, into performance, safety (damages and injuries), complaints and other work issues

  • Recognize and document excellent performance

  • Partner with vendor supervisor staff to define and address performance impacting shared goals and service delivery to United's customers

  • Participate in peer, safety and accident review boards

  • Confront and address inappropriate behavior and performance issues with specific feedback

Administrative Activities

  • Complete all mandatory regulatory and Company required documentation of activities

  • Document performance issues into case management system

  • Attend division/unit/group meetings

  • Participate on collateral projects

  • Email/Voicemail follow up

Education

  • Bachelor's degree and/or 5+ years equivalent work experience is preferred

Knowledge/Skills

  • Business Acumen/Continuous Improvement required

  • Customer Focus required

  • Conflict Resolution required

  • Accountability required

  • Teamwork required

  • Engagement/Motivation required

  • Safety orientation required

  • Planning/multi-tasking required

Experience

  • Experience leading and influencing a team and customer service experience is required

  • Strong written and oral communication skills required

  • Conflict resolution and decision making, with the ability to lead is required

  • Experience supervising Union personnel a plus is required

  • Proficient in IT systems and common software appropriate to work group is required

Other

  • Must be legally authorized to work in the United States for any employer without sponsorship

  • Successful completion of interview required to meet job qualification

  • Reliable, punctual attendance is essential function of the position

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled/LGBT

Division: 62 Airport Operations

Function: Airport Management & Administrative

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled