IAD Customer Service Bag Drop Supervisor

Responsibilities

• Operational Leadership: Supervise daily Vendor Behind Counter operations to ensure safe, efficient, and customer-focused passenger service.
• Direct Activities: Direct the activities of assigned VBC Agents throughout each shift.
• Staffing Levels: Ensure staffing levels meet operational needs based on passenger volumes and airline schedules.
• Employee Assignments: Coordinate employee assignments, lunches, breaks, and shift coverage.
• Monitor Passengers: Monitor passenger queues and proactively adjust staffing to minimize customer wait times.
• Maintain Communication: Maintain communication with Operations Management regarding staffing, service levels, and operational issues.
• Assist with Irregular Operations: Assist with irregular operations, delayed flights, schedule changes, and operational disruptions.

Passenger Service

• Professional Service: Ensure passengers receive professional, courteous, and timely service.
• Resolve Concerns: Resolve passenger concerns using sound judgment and excellent customer service skills.
• Working Relationships: Maintain effective working relationships with airline representatives and airport personnel.
• Escalate Issues: Escalate customer service concerns when appropriate.

Vendor Behind Counter Operations

• Verification: Supervise employees responsible for verifying passenger identification and travel documentation.
• Baggage Tags: Ensure baggage tags are accurately issued according to airline procedures.
• Baggage Transfer: Verify checked baggage is properly transferred to the airline conveyor system.
• Compliance: Ensure compliance with airline baggage acceptance policies.
• Confidentiality: Maintain effective working relationships with airline representatives and airport personnel.

Employee Leadership

• Lead by Example: Lead by example while promoting professionalism and teamwork.
• Coaching: Coach employees on operational procedures and customer service expectations.
• Shift Briefings: Conduct shift briefings and communicate operational updates.
• Training: Assist with employee onboarding and job training.
• Performance Discussions: Monitor employee performance and provide constructive feedback.
• Corrective Action: Complete coaching and corrective action documentation when necessary.
• Recognition: Recognize employee achievements and encourage continuous improvement.

Safety & Compliance

• Promote Safety: Promote safety as a core operational value.
• Compliance: Ensure compliance with Company safety policies and procedures.
• Observations: Conduct routine safety observations and operational audits.
• Reporting: Identify hazards and report unsafe conditions.
• Security Procedures: Ensure employees comply with all TSA, FAA, DOT, airport authority, airline, and Company policies.
• Support Investigations: Support accident reporting and investigations when required.
• Documentation: Ensure employees properly use required personal protective equipment.

Administrative Responsibilities

• Reports: Complete daily operational reports.
• Attendance: Monitor attendance and timekeeping.
• Scheduling: Review staffing requirements and scheduling needs.
• Documentation: Maintain operational documentation.
• Recommendations: Assist management with staffing recommendations.
• Communications: Communicate operational trends and service concerns.
• Initiatives: Support implementation of new operational initiatives.

Supervisory Responsibilities

• Assignments: Assign and direct work.
• Scheduling: Scheduling employees.
• Monitoring: Monitor attendance.
• Coaching: Coaching and mentoring employees.
• Discussions: Conduct performance discussions.
• Action: Recommend disciplinary action.
• Hiring: Assist with hiring and onboarding.
• Training: Conduct operational training.
• Engagement: Promote employee engagement.
• Environment: Ensure a positive work environment.
• Compliance: Ensure compliance with Company policies and procedures.

Qualifications

• Education: High School Diploma or GED.
• Experience: Minimum one (1) year of airport, airline, passenger service, hospitality, or customer service experience.
• Leadership: Previous lead, trainer, or supervisory experience in a customer-facing environment.
• Skills: Ability to lead employees in a fast-paced operational environment. Strong verbal and written communication skills. Ability to solve problems and make sound operational decisions. Basic computer proficiency, including Microsoft Outlook, Word, Excel, and Teams. Ability to work a flexible schedule, including nights, weekends, holidays, overtime, and rotating shifts.
• Preferred: Previous airport passenger service or airline experience. Experience supervising customer service or operational employees. Bilingual communication skills. Experience with airline departure control systems or passenger processing systems.