Traffic Control Supervisor

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ACTS-Aviation Security Inc. has an immediate opening for a Traffic Control Supervisor 1st and 3rd Shift at Charlotte International Airport in Charlotte, NC.
Established in 2001, ACTS-Aviation Security has grown to become one of the leading providers of security solutions to the US aviation market. ACTS-Aviation Security, Inc. is a wholly owned subsidiary of the international security company ICTS Europe and specializes in the provision of security solutions and services; primarily focused on catering, aircraft and cargo screening. With corporate offices in Chicago and Atlanta, and operational centers at more than 30 airports across the United States, ACTS provides nationwide coverage. As an ICTS Europe subsidiary, ACTS offers unmatched experience, expertise, quality and innovation. ACTS Security Agents are proud of their role in aviation security and have the opportunity for advancement – the ideal place to build a career in aviation security.

The Supervisory Team reports to the Training/Compliance Manager and is responsible for the oversight, supervision, direction, and support of the front-line Traffic Control Officer team. These safety and security leaders are responsible for proactively supporting the contract to ensure effective and efficient operations and deliver service excellence through the daily leadership and supervision of their team. This is attained through oversight of the daily work, adjusting priorities and resource allocations as necessary and ensuring the team's adherence to established performance standards and protocols. Supervisors are also responsible for assisting the Administrative Manager with staffing and scheduling.

The dedicated supervisors from ACTS will be on site during operational hours and will be responsible for the supervision, monitoring and coordination of all individuals and activities under their supervision and for responding to and addressing any problems or issues experienced during their shift.

ESSENTIAL FUNCTIONS:

• Provides daily direction and communication to Traffic Control officers; schedules and controls resources and work arrangements to ensure an efficient and effective operation within established service level performance and quality standards.
• Guides, coordinates, and controls the activities and work practices of their team to ensure maximum performance and efficiency. Responsible for applying policies and procedures, evaluating the quality of work, organizing team, maintaining work standards and for identifying and resolving service issues.
• Continually monitors and evaluates the operation and coordinates the adjustment of resources or employee assignments to address changing/fluctuating demands and ensure a successful "Day of" operation.
• Coaches Traffic Control Team on strategies for anticipating and responding to passengers and visitors needs in a professionally courteous manner
• Must have thorough knowledge of all post orders/standard operating procedures as outlined in the customer contract.
• Implements and reinforces workplace safety initiatives to protect the wellbeing of passengers, employees, and guests.
• Conduct inspections of designated posts as per schedule and provide documentation, as required.
• Provide site-specific training to new Traffic Control officers utilizing an approved training plan and the operational procedures.
• Ensures all systems, tools/equipment and supplies needed by Traffic Control team are available and in good working condition; inspect, report problems & help maintain/deliver equipment (radios, cell phones, uniforms,).
• Report all incidents, accidents, or medical emergencies.
• Assists in the provision of Emergency response activities as required.
• Supports and assists Administrative Manager by:
  • Preparation of Daily Shift Reports as well as incident/event occurrence reports.
  • Coordinating daily work/activity plans and making required adjustment

Salary : $24.00

AREAS OF PERFORMANCE MEASUREMENT:

Leadership

• Trains, coaches, develops, and supports direct reports and front-line staff
• Provides effective and inspiring leadership, that creates a shared vision and works cross-organizationally to achieve exceptional customer service and operational excellence every day.

Knowledge

• Develops and maintains a comprehensive working level knowledge of operations relative to regulations and customer requirements related to the delivery of Traffic Control services
• Maintains an up-to-date knowledge and awareness of airport activities, initiatives, and services
• Expertise in customer care, enforcing rules with professionalism and courtesy

Aptitude

• Critical thinker with an improvement mindset and a bias for action
• Knows and understand the business from a "Day of" perspective
• Continuously seeks opportunities to improve processes and procedures

Customer Service/Public Relations

• High degree of proficiency with respect to customer service
• Establishes trust, respect, and credibility within the airport community
• Delivers answers with a safety mindset, always protecting the wellbeing of employees and passengers

Conduct & Preparedness

• Delivers on commitments and demonstrates a high level of integrity in all aspects of job performance
• Proactively anticipates and responds to customer needs
• Role Model - exhibits a professional, courteous, and positive manner at all times
• Adaptable adjusts quickly to changing scenarios
• Prioritizes when faced with multiple demands/changes simultaneously
• Exhibits an understanding of and delivers the company and client behavior and values
• Continually looks for learning opportunities in every-day activities
• Identifies news ways to reduce workplace accidents through our safety culture

Performance

• Consistently accomplishes goals, delivers results and meets/exceeds expectations.
• Monitors and maintains operations and proactively addresses issues and changing priorities to ensure a successful "Day of" operation
• Works with a sense of urgency

Communication and Compliance

• Demonstrates effective written and verbal communication skills
• Demonstrates strong public relations/customer service skills
• Complies with preparation of all required reports
• Communicates instructions and operational information to front line staff
• Complies with all company/client policies as well as Government Regulations/Standards

POSITION REQUIREMENTS

Education and Experience

• Must have a high school diploma or GED
• Must have at least two (2) years verifiable previous contract security, military, or law enforcement experience.
• Must have a valid North Carolina Security License

Qualifications

• Must be at least 21 years of age or older.
• Able to provide proof of ability to work in the United States
• Valid driver's license and clean driving record necessary for some positions
• Must be able to meet and continue to meet any applicable state, county and municipal licensing and permit requirements for Aviation Traffic Control Officers
• Able to work a rotating shift schedule, including nights, weekends, and statutory holidays

Skills, Abilities and Personal Suitability

• Superior communication skills (oral and written).
• Excellent interpersonal, customer service and conflict resolution skills with an unrelenting commitment and passion to customer service excellence
• Excellent team leader and team player with ability to motivate, coach/mentor, engage and train employees
• Competent in basic computer skills in MS Office applications Email, MS Word
• Technically adept at using technology and experienced in working with automated processes
• Highly organized, resourceful, results driven, detail oriented
• Thrives in a fast-paced, agile, and collaborative environment
• Adaptable/flexible with the ability to work under constraints/pressure and quickly respond to changing/fluctuating priorities through-out the day
• Demonstrated ability to facilitate, negotiate, influence, and collaborate
• Strong time management, problem solving, and decision-making skills combined with a sense of urgency to deliver operational and customer service excellence
• Innovative and continuous improvement mindset
• Demonstrates a high level of honesty and integrity and exhibits a professional, positive, and courteous manner at all times.

Demonstrated Competencies to be Successful in the Position:

• Security and Safety Mindset – take pride in keeping the skies safe and the flights secure
• Trust - keeping promises and speaking the truth.
• Customer Focused - the willingness to listen and the duty to act – promptly and appropriately.
• Team Spirit - integrity, experience, collaboration, and open communication.
• Innovation – creativity, seeking new ideas, continuous improvement though anticipating change and adapting to it.

Demonstrated Competencies to be Successful in the Position :

• Security Mindset – take pride in keeping the skies safe and the flights secure
• Trust - keeping promises and speaking the truth.
• Customer Focused - the willingness to listen and the duty to act – promptly and appropriately.
• Team Spirit - integrity, experience, collaboration and open communication.
• Innovation – creativity, seeking new ideas, continuous improvement though anticipating change and adapting to it.

The above statements are intended to describe the general nature and level of work being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. Management reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
Candidates will be required to go through pre-employment drug screen, criminal check and/or airport fingerprinting.
ACTS is an equal opportunity employer committed to workforce diversity. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status or other category protected under applicable law.
For further information regarding Equal Employment Opportunity copy and paste the following URL into your web browser: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf.