Terminal Operations Supervisor

Aviation Department Supervisor

Supervises, develops, and participates in the work of City and contract employees in the Terminal Operations division. During irregular operations and stranded passenger events, will supervise and participate in the customer service efforts. Work includes organizing shift resources, assigning tasks, training, scheduling, conducting performance reviews, interview and selection of prospective employees and relaying and following complex oral and written instructions. Acts decisively and exercises independent judgment within established rules, regulations, and procedures. This position requires the ability to establish effective working relationships while representing the Airport and the City of Charlotte in a professional, positive and customer service focused manner.

Essential Duties and Responsibilities: 1. Supervises and participates in the work of Terminal Operations Coordinators, Terminal Operations Agents, International Arrivals Assistant, Lost and Found Administrator and Airport Information Desk Representatives. 2. Oversees the day-to-day operation in the airport terminal, lobby, and curbside areas and provides face to face customer service to the traveling public, observes and reports terminal, lobby, and curbside area issues to maintain a safe, efficient, and pleasant atmosphere. 3. Supervises and participates in the work of the Airport's current Customer Services Contract holder as well as the Visitor Info Center as necessary to ensure customer service standards remain consistent with Aviation Department and other airport business partners. 4. Resolves and investigates difficult or unusual customer service issues. 5. Continually monitors areas of responsibility and enforces rules, regulations, and the application of CLT customer service standards. 6. Assesses terminal facilities, systems, and processes to ensure they adequately provide intended and essential information for customers (for example, signage, public address, flight information display, telephone, and general terminal maintenance). Assists with the development and enforcement of terminal standards including signage, smoking, stanchions, etc. 7. Provides direct support to passengers stranded overnight in the terminal. Assists Terminal Operations Manager with storing and maintaining supplies and equipment necessary to support irregular and contingency operations. 8. Responds to emergency and irregular operations as well as conducts training for internal and external personnel on customer service, emergency procedures, and irregular operations. 9. Maintains accurate records and produces reports. 10. Effectively communicates verbally, in writing, via radio and public address equipment. 11. Assists in the creation and update of policies and procedures and make recommendations for improvements in safety, security, and efficiency. 12. Support other Airport Operations Sections by performing assistance duties for irregular and emergency operations such as crowd control, fire watches, escorts, and other duties deemed necessary for continuity of operations. 13. Other duties as assigned.

Minimum Qualifications Associate's degree and three years of experience, or a bachelor's degree and one year experience required or an equivalent combination of education and relevant work/industry/military/job specific experience that provides the necessary knowledge, skills and abilities to successfully perform the essential job duties. Experience should include supervisory responsibilities in the area of Airport Operations, airline operations or customer service. Must demonstrate strong situational awareness and be able to work in a fast paced environment.

Knowledge, Abilities and Skills:• Knowledge of the practices and techniques used in the field of customer service, airport or airline operations, and irregular operations at an airport.• Skills to communicate effectively orally and in writing.• Skills to efficiently manage multiple priorities and tasks.• Skills to lead and motivate a diverse staff. • Skills to develop creative new programs and activities.• Effective organizational skills.• Ability to be clearly understood over a public address system, telephone and radio.• Ability to represent the airport in a professional, positive manner and provide exceptional customer service to the traveling public, tenants, co-workers and others.• Ability to respond calmly and effectively in emergencies, and effectively manage sensitive and tense situations.

Physical Requirements: Must be able to stand, walk and sit for extended periods of time. Must be able to lift items and carry up to 25 lbs. for a short distance. Must be able to push a cart with up to 50 lbs. of material.

Sensory Requirements:• Touch• Hearing • Speech• Vision

General Information:• Work schedule includes nights, weekends, and holidays. Subject to emergency calls back to work 24/7/365.• Valid driver's license in state of residency and ability to obtain and maintain a City Driving Permit. • Ability to pass a background check in advance of start date required. Certain convictions will disqualify individuals from unescorted access privileges and therefore exclude from employment.