Airports - Ground Staff

Description:

Supervisor - Airport Operations - Ramp Service - ORD
Chicago, IL


Equal Opportunity Employer – Minorities/Women/Veterans/Disabled

Travel subject to service charges/restrictions. Bonuses awarded only under terms of United's policies.

NO AGENCIES PLEASE

Overview

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

Responsibilities

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
Ensure front line co-workers are delivering on service, performance and safety objectives set by the company and station
Operational performance (D:0, A:14, bridges, late weights, freight and mail boarded as booked)
Controllable Expense (Easy Hours, late lunches)
Revenue generation (upsell)
Front line performance (SSEs)
Safety performance (OSHA, LTI, damages)
Serve as first responder for co-worker/ customer issues, measured through Employee engagement surveys, customer feedback surveys.- survey results-UP, lower number of employee grievances
Improved union relations- working within contractual language

Requirements:

Qualifications


Education

High School Diploma, GED or education equivalent required
Bachelor’s degree and/or 5+ years equivalent work experience 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
Strong written and oral communication skills required
Conflict resolution and decision making, with the ability to lead required
Proficient in IT systems and common software appropriate to work group required

Experience

Experience leading and influencing a team and customer service experience required
Experience working in Airport Operations, including Ramp Service preferred
Experience supervising Union personnel preferred
Real Time Tools or other operational scheduling experience a plus

Other

Must possess a valid state issued driver’s license
Acceptable driving record required
Must be flexible and willing to work any shift in a 24 hour/7 day a week operation including weekends, nights and holidays
Must NOT have lived outside of the United States in the past 5 years for any period longer than six months, with the exception of military duty or government –approved exceptions
Must be legally authorized to work in the United States for any employer without sponsorship
Successful completion of interview required to meet job qualifications
Reliable, punctual attendance is an essential function of the position

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