ORD Shift Manager, Customer Services

OverviewWho we are:Would you like to work for a stable, secure, and fast-growing airline where you will be stimulated, challenged, and have the opportunity to develop your career? If so, read on! Come and work with the best of the best at Envoy Air where you will join a team committed to providing outstanding service.We offer:Amazing employee flight privileges within the American Airlines global networkTraining and development programs to take your career to the next levelComprehensive health and life benefits (subject to location)ResponsibilitiesHow will you make an impact?ResponsibilitiesResponsible for providing quality service and achieving superior customer satisfactionResolves 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 correspondenceThrough the use of cross-functional teams, the Shift Manager will generate and implement quality improvement ideasWill evaluate team performance through corporate quality control measurements, such as observations, feedback, data and customer complaints and complimentsResponsible for meeting profitability and cost control goals by developing and monitoring budgets and spending, actively seeking cost reduction ideas, and monitoring lost timeEnsures compliance with all operations (safety/government requirements) during tour of duty. Investigates discrepancies and compiles statistical data for compliance purposesCoaches and counsels personnel and provides guidance to team on customer service and performance issuesConduct performance reviews for team members on a regular basisEncourages employee teamwork to generate and implement individual and the team's best ideasOverall, 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 goalsCoordinates operation including scheduling, hiring, training, inventory, etc.QualificationsWho are we looking for?RequirementsThe 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 18High school diploma or GED equivalentValid state driver's licenseWilling and able to work rotating shifts including nights, holidays, weekends, and days offPossess the legal right to work in the United StatesMust be able to read, write, fluently speak, and understand the English languageAble to lead and motivate employees in working as a teamDemonstrated ability to communicate verbally and in writing, leadership, initiative and judgmentMust demonstrate strong administrative and analytical abilitiesPosition may also require the ability to become certified as a Ground Security Coordinator (GSC). Previous experience in airport operations preferred.Sabre experience preferredPlease note: The description is intended to provide a brief overview of the position. It's not intended to be an exhaustive list of all responsibilities, duties, expectations, and skills required of those in this position. Duties and expectations may be subject to change at any time.Envoy Air is an Equal Opportunity Employer - Minorities/Women/Veterans/Disabled.