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Form of workJOB SUMMARY
The Supervisor of the Passenger Engagement Office at Minneapolis-St. Paul International Airport (MSP) is a dynamic leadership role focused on elevating the passenger experience through exceptional delivery of airport information. This position is responsible for managing the Passenger Engagement Office and leading a team of Passenger Engagement Assistants so they are effectively equipped and trained to provide clear, concise, and guest-centric responses across multiple communication channels. The role demands a high degree of interaction with the public, superior conflict resolution and problem-solving skills, the ability to effectively manage, mentor, and lead people. This role requires a commitment to continuous improvement in customer service operations.
Reporting to the Assistant Director of Marketing, Passenger Engagement, this position is in the Strategic Marketing & Communications Department, part of the Strategy & Stakeholder Engagement Division for the Metropolitan Airports Commission (MAC), which owns and operates MSP airport and six general aviation airports in the Twin Cities metropolitan area. The division's charter is to function as an in-house team serving as stewards of strategy, developing strategic communications and creating stakeholder champions to ensure the organization delivers on its purpose, values and focus areas.
This position oversees all activities of the Passenger Engagement Office, which serves as the main point of contact for general airport inquiries at MSP via telephone, social media, text messages, emails, live chat, and other communication channels. In addition, this role will assist with providing critical support for marketing's digital/customer relationship management (CRM) initiatives and crisis communications to drive best-in-class passenger service engagement. Such support is wide-ranging and may include process and technology improvements to elevate the level of information and service that MSP passengers receive from their interaction with Passenger Engagement assistants.
To apply: click the "Apply" link located just above the position description, log-in and follow the instructions provided.
Questions regarding this position can be directed to Allison Gilbert at allison.gilbert@mspmac.org or 612.725.5987. Applications will be accepted 3:00 p.m. on Wednesday, January 10, 2024.
MAC complies with the Americans with Disabilities Act. If an accommodation is required for you to participate in the application process because of a disability, please contact Tekia Jefferson at 612-726-8196 or Tekia.Jefferson@mspmac.org.
MAC is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, gender, age, nationality, or disability. RELATIONSHIPS
Reporting Relationship - Reports to the Assistant Director of Marketing, Passenger Engagement
Supervision - Supervises Passenger Engagement Assistants
Organizational - Contact and interaction with Metropolitan Airports Commission (MAC) staff members, occasionally including members of the senior leadership team and the MAC commissioners.
External Partners - Frequent contact with the public, airport customers/passengers, and airport tenants. Occasional contact with vendor and agency partners and consultants.
JOB DUTIES
Leadership and Team Development
- Directly supervise and mentor Passenger Engagement assistants by monitoring responses to customer inquiries and comments, setting team and individual goals, and fostering a culture of excellence in customer service and a rewarding and productive work environment.
- Provide regular training and coaching to enhance the team's ability to deliver outstanding service, which aligns with MSP Airport's brand voice and MAC messaging-including creating/maintaining training materials for onboarding and skill enhancement.
- Develop goals and plans per the division's strategic priorities and conduct regularly scheduled meetings with staff to clearly communicate and effectively implement change management, when necessary, around organizational goals, issues and information. This may include but not be limited to changes in policies or procedures impacting the Passenger Engagement Office and omnichannel engagement/operations.
- Manage all Passenger Engagement assistant hiring, training, and employee performance management, including regular performance reviews, development, recognition, discipline and discharge.
- Ensure seamless operation and coverage of the Passenger Engagement Office, including peak times, weekends, and holidays. As well as managing and approving schedule changes and time off requests, tracking sick leave/vacations, and determining the need for overtime.
- Understand MSP and MAC products, services, procedures, and guidelines and solicit information from multiple departments and external stakeholders to stay informed regarding changes throughout the airport complex (i.e., facilities, services, amenities, operations, and events). Communicate this information to Passenger Engagement assistants and Strategic Marketing & Communications team members.
- Work within the reporting structure and the MAC's Information Technology division to ensure the Passenger Engagement Office has the technical resources needed to serve the airport's customers now and in the future. This includes troubleshooting problems and maintenance/repair of all Passenger Engagement Office operations.
- Prepare budget forecasts and manage the budgets for Passenger Engagement assistant staffing and Passenger Engagement Office operations.
- Provide backup assistance to Passenger Engagement assistants including performing paging and answering customer inquiries via the telephone, email, text, web chat, and social media.
- Oversee front desk and the Passenger Engagement Office team's related administrative functions for a suite of MAC staff offices (i.e., validate parking, mail, coordination of work orders, etc.).
- Perform other job-related duties as assigned.
- Cultivate and maintain a best-in-class service operation by leading efforts to elevate the service and information provided to MSP passengers.
- Oversee interactions with the public through in-person, telephonic, and electronic mediums, ensuring the effective use of information sources to resolve customer concerns promptly and professionally, ensuring quality standards are met, including using MSP's established brand voice across all omnichannel mediums.
- Ensure customer information sources are kept updated, including Passenger Engagement Office's contact database, printed guides and brochures, printed & digital directories, the airport's website/interactive mapping program, and other information sources.
- Communicate information updates to Passenger Engagement assistants, Strategic Marketing & Communications staff, and other interested parties.
- Protect and enhance the MAC's reputation in the community and with its various stakeholders by responding to questions and complaints following the MAC's best practices.
- Develop strategies to handle complex customer service scenarios.
- When necessary, utilize excellent communication skills/take appropriate action to resolve escalated customer concerns or complaints and work with cross-functional teams (i.e., Customer Experience, Facilities, etc.) for further review and follow-up.
- As appropriate, assist in crisis response activities and messaging, including social media monitoring and posts.
- Collaborate with the marketing team to promote airport services and initiatives, aligning with the overall customer engagement strategy.
- Lead data collection and analysis for improved insight into customer questions, trends, needs, and engagement opportunities to improve service delivery.
- Enhance customer experiences by strategically using digital/CRM systems to manage customer data and generate actionable insights.
Performance Monitoring/ Reporting and Process Improvement
- Monitor and analyze Passenger Engagement Office service metrics and provide regular reports on team performance, customer feedback, and related information/opportunities to improve processes and customer experiences.
- Engage in continuous process improvement, using insights, industry trends, and happenings to identify areas for enhancement in customer service and operational efficiency.
- Attend and represent the Passenger Engagement Office at various meetings to stay current for customer communication and share insights learned through those communications.
- Alert supervisor of trending topics or important news that may need additional/immediate attention from MAC management.
COMPETENCIES
First Level Leader or Supervisor (FLL) Competencies
- Customer Focus - Building strong customer relationships and delivering customer-centric solutions
- Action Oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy and enthusiasm
- Directs Work - Providing direction, delegating and removing obstacles to get work done
- Ensures Accountability - Holding self and others accountable to meet commitments
- Drives Results - Consistently achieving results, even under tough circumstances
- Collaborates - Building partnerships and working collaboratively with others to meet shared objectives
- Manages Conflict - Handling conflict situations effectively, with a minimum of noise
- Values Differences - Recognizing the value that different perspectives and cultures bring to an organization
- Builds Effective Teams - Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals
- Communicates Effectively - Developing and delivering multi-mode communications that convey a clear understanding of unique needs of different audiences
- Drives Engagement - Creating a climate where people are motivated to do their best to help the organization achieve its objectives
- Courage - Stepping up to address difficult issues, saying what needs to be said
- Instills Trust - Gaining the confidence and trust of others through honesty, integrity and authenticity
MINIMUM REQUIREMENTS
- Associate degree (A.A.) and at least three years of call center experience and three years related supervisory experience (within or outside of a call center); in lieu of degree, 6 years of supervisory experience in a call center.
- Excellent customer service and conflict resolution skills with the demonstrated ability to professionally de-escalate and resolve problems and complaints for customers and team members.
- Ability to follow established office procedures and best practices while responding professionally, courteously, and enthusiastically to customers.
- Clear written and oral communication skills.
- Strong organizational and time management skills.
- Strong attention to detail and a proven ability to manage multiple work streams simultaneously.
- Intermediate skill level using Microsoft Word, Outlook, Excel, PowerPoint, and Web browsers.
- Analytical mindset with the ability to interpret customer feedback data to drive insights and improvements.
- Ability to work evenings, holidays, and/or weekends as needed. One weekend shift a month (two shifts per weekend) is required to stay connected with staff. Ability to respond to emergencies 24/7 as needed.
- Valid driver's license and reliable vehicle to commute between job sites.
DESIRABLE REQUIREMENTS
- Experience developing customer service programs using multiple customer support tools/software/computer applications and data analysis to drive improvements where primary duties included leadership, delegating, training, mentoring, scheduling, problem-solving, and evaluating performance.
- Knowledge and application of customer service trends.
- Proficiency in various electronic communication mediums, including social media/social media management (Facebook, Instagram, X, LinkedIn, Hootsuite) and CRM platforms (Salesforce, HubSpot)
- Experience working in an airport environment (understanding of operations and protocols).
- Experience using a public address paging system.
