Transportation Business Unit Support Center Supervisor

Job OverviewUnder general direction of the Assistant Parking Guest Operations Manager, supervises, assigns, schedules and reviews the work of culturally diverse staff engaged in license plate correction, monitoring the Parking Control System, CCTV activities and communicating extensively with internal and external partners and airport guests. Fulfills responsibilities of other positions within the section to ensure operational excellence. Actively supports and contributes to the Airport’s Key Results and Beliefs.What You Will Be DoingSupervises activities related to the parking customer support center operation in support of the Parking Control plazas and remote lots, including functions such as monitoring the Parking Guidance System, and entry and exit lanes to ensure efficient movement of traffic and occupancy management.Initiates service requests related to repair, upkeep, damage or patron accidents which occur within the parking facility.Maintains shift log of special and unusual occurrences and other data pertinent to the daily operation of the parking control system.Coordinates repair of all equipment related to the parking operation. This includes the Parking Control System, related gates, vehicles, communication devices (radios, telephone, and intercom systems) and message signs. Maintains all associated logs detailing problems and resolutions.Investigates, responds and resolves customer complaints, associated with area of responsibility.Manages, evaluates, trains, counsels, and motivates employees of varying job skills and levels; ensures focus on customer services and goals of the business unit; analyzes statistical data related to the business and their responsible area (i.e. staffing, appraisal rating).Coordinates with the Time and Attendance Team to ensure appropriate coverage for each shift.Makes decisions as to implementation of emergency or contingency procedures; authorizes patron fee adjustments within authorized guidelines; keeps supervisor and other members of management aware of potential issues or problems.Ensure an engaged and informed workforce.Completes a variety of activity logs and status reports used to monitor the business unit, including occupancy management. Prepares incident reports related to employees, system, and equipment events.Assists the Environmental Affairs Department in performing field observations of Airport activities with respect to potential environmental issues. Notify Environmental Affairs Department of any observation that may have an environmental impact.What You NeedCompletion of high school curriculum or equivalent.Three (3) years of experience in a high-volume customer service environment.Two (2) years of experience supervising or leading shift workers.Possession of a valid Class C driver's license.Required Knowledge, Skills, And AbilitiesAbility to communicate effectively both orally and in writing.Ability to deal with guest complaints and resolve differences in a courteous, tactful manner.Ability to schedule the work of employees in order to assure adequate coverage of parking customer support center activities.Ability to hold employees responsible for outcomes.Ability to set and communicate goals that inspire the commitment of others.Ability to motivate employees and provide opportunities to challenge employees’ capabilities.Ability to develop, refine and seek improvements to processes and procedures.Ability to coach and develop employees to achieve departmental and organizational goals and objectives.Ability to speak clearly and succinctly, using proper grammar.Ability to write clearly and concisely, using proper grammar, construction and spelling.Ability to prepare and deliver polished presentations tailored to the audience.Ability to evaluate the expected outcomes of potential solutions and use appropriate strategies for reaching a decision.Ability to give clear, precise directions and expectations and set appropriate performance standards.Ability to use appropriate information-gathering techniques and analyze and select the best solution.Ability to train personnel in job requirements and procedures.Ability to work shift assignments, including rotating shifts as assigned.Ability to work in a fast-paced environment with multi assignments and conflicting deadlines.DesirableKnowledge of parking control systems.Experience working in a 24/7 operation environment.Experience in communication/customer support center type environment.Experience utilizing Microsoft Office, including Outlook, Word and Excel.EffortWorks in an office environment.Maintains frequent visibility in the operating field.Uses keyboard devices and computer monitors.Communicates, in person and in writing, utilizing a variety of communication systems.Performs mathematical calculations and works with statistical data.Uses near-visual acuity in proofreading typed assignments.Drives to locations on and off airport property.About UsWe are Dallas Fort Worth International (DFW) Airport-one of the most successful airports in the world by any definition. We are recognized for our innovation, leadership, drive for excellence and talented employees.Our success is made possible because of the diverse talents of over 2,100 employees who champion our mission of providing an exceptional airport experience to our customers and connect our community to the world. We are looking for the best talent to join us and help reimagine what an airport can be.Bring your talents to DFW. Live and work with purpose.