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Envoy Air · 15 hours ago

Shift Manager, Customer Services

US-NC-Morrisville

Full-time

Onsite

Mid Level

Envoy Air is a stable and fast-growing airline committed to providing outstanding service. The Shift Manager for Customer Services is responsible for ensuring quality service, resolving operational problems, and coaching team members to achieve superior customer satisfaction.

Airlines/Aviation

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

Qualification

Customer ServiceAnalytical AbilitiesLeadershipAdministrative SkillsTeamworkCommunication SkillsGround Security Coordinator CertificationSabre Experience

Required

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 passport; 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