Shift Manager, Passenger/Customer Service - Envoy Air - Jamaica, NY

The Customer Service Shift Manager is responsible for providing quality service and achieving superior customer satisfaction. This is done by resolving customer service and operational problems during tour of duty, working in the operation during peak or irregular periods, spending time in the operation interacting with customers and employees, and preparing customer correspondence. Through the use of cross-functional teams, the Shift Manager will generate and implement quality improvement ideas. Also, the Shift Manager will evaluate team performance through corporate quality control measurements, such as observations, feedback, data and customer complaints and compliments. The Shift Manager is responsible for meeting profitability and cost control goals by developing and monitoring budgets and spending, actively seeking cost reduction ideas, and monitoring lost time. The Shift manager ensures compliance with all operations (safety/government requirements) during tour of duty. Investigates discrepancies and compiles statistical data for compliance purposes. Coaches and counsels personnel and provides guidance to team on customer service and performance issues. Conduct performance reviews for team members on a regular basis. Encourages employee teamwork to generate and implement individual and the team’s best ideas. Overall, the Customer Service Shift Manager will run an effective operation by communicating with managers, peers and team members, both within their immediate department, as well as with other departments and by administering company policies and procedures as well as providing their team with necessary tools, resources and training to meet or exceed all operational performance goals. The Shift Manager coordinates operation including scheduling, hiring, training, inventory, etc. Job Requirements The ideal candidate must be able to work in a team environment and the ability to prioritize work and projects in order to meet deadlines and objectives. Must be able to work with minimal supervision, report to work regularly and on-time, and be self-motivated. Position Requirements Minimum age of 18 High school diploma or GED equivalent Valid state driver’s license Willing and able to work rotating shifts including nights, holidays, weekends, and days off Possess the legal right to work in the United States Must be able to read, write, fluently speak, and understand the English language Able to lead and motivate employees in working as a team Demonstrated ability to communicate verbally and in writing, leadership, initiative and judgment Must demonstrate strong administrative and analytical abilities Position may also require the ability to become certified as a Ground Security Coordinator (GSC). Position Preferences Previous experience in airport operations Sabre experience preferred Additional Position Details Tattoos, body piercings and/or tongue rings may not be visible while in company issued uniform at any time; tattoos cannot be covered with adhesive bandages or by other methods to render them not visible. Candidates must fulfill a fingerprint based criminal background check to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable. Candidates must be able to secure appropriate airport authority and/or US Customs security badges, in addition to clearing other airport related requirements, if applicable. This position may be subject to the Department of Transportation (DOT). Federal law requires Envoy to determine a candidate’s history with the DOT drug and/or alcohol violation(s) or refusal(s) to test before hiring him/her into a safety-sensitive position. Travel None/Not Specified

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Envoy Air, Inc. is a wholly owned subsidiary of American Airlines Group (NASDAQ: AAL) operating more than the 220 aircraft on about 1,300…

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