Above Wing Operational Service Manager

Manage overall operations of the Customer Service department and responsible for the effective and successful oversight of labor, training, productivity, quality control, and safety measures as established. Ensure safe and efficient operations of equipment. Enhance the operational procedure, systems, and principles in the areas of information flow and management, business processes, enhanced management reporting, and look for opportunities to expand systems. Carry out supervisory responsibilities in accordance with company policies and applicable laws.

ESSENTIAL FUNCTIONS

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Develop, manage, and coach all Customer Service Agents
• Participate in safety audits and compliance audits
• Maintain and track all customer service equipment and supplies
• Coaches, counsels, and disciplines employees
• Supervise, plan, and assign the daily operation of the Customer Service division
• Conduct shift briefings to ensure staff is organized and informed
• Assist with labor management of each shift by forecasting and planning staffing needs
• Provide leadership for employees through effective communications, including coaching, discipline, and recognition
• Mentor employees to build bench strength for promotional opportunities
• Hold leads / employees accountable for timely and effectively handling of all employee related issues, focusing on safety, improved performance, and professional documentation
• Daily operational tracking of performance, taking immediate action to correct any shortfalls
• Collaborate with the CS team to ensure processes are safe and efficient
• Administer organizational polices and provide accountability oversight of all the duties and responsibilities of Agents
• Manage, track, and maintain accountability for the Customer Service Division at T2.
• Complete shift reports
• Ensure that Customer Service Division adheres to established company and federal safety regulations
• Prepare incident reports as needed for violations of company policy
• Follow safety regulations, which include the proper use of jet bridge equipment and use of safety PPE 
• Any other duties assigned by management

SUPERVISORY RESPONSIBILITY

MSP Customer Service Leads, MSP Customer Service Agents

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• Strong customer focus, leadership skills and attention to detail
• Previous Airline Management experience
• Proficient in Microsoft Office
• Effective communication skills, both written and verbal
• Ability to work efficiently under time constraints
• Possess a valid driver’s license
• Ability to work a flexible schedule including nights, weekends, and holidays

PREFERRED SKILLS

• Previous management of multiple functions
• Bachelor’s or Associate degree
• Continuous Improvement/Lean/6-Sigma experience/training
• Greenbelt (or greater) certification

WORK ENVIRONMENT

This job operates in an airport terminal. The noise level in the work environment is usually moderate but may become high at various times.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands or finger, handle or feel; and reach with hands and arms. The employee is occasionally required to sit; climb or balance, and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 60 pounds and occasionally lift and/or move up to 100 pounds. This position will be required to occasionally push/pull up to 300 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

ADDITIONAL NOTES

Must be able to obtain an MSP SIDA badge and Customs Seal.

AAP/EEO STATEMENT

It is the policy of Sun Country Airlines to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.