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Supervisor - Airport Operations - Ramp Service - Chicago, IL (Airport Operations)

United Continental Holdings, Inc.

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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
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

 

INDUAL



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