Job Description
Provides Legendary Customer Service by managing Ramp Agents and oversees their work performance to ascertain that all job assignments are carried out according to Company regulations in a safe and efficient manner to assure that an on-time operation is maintained.
Your main responsibilities in this role include the following:
Duties and Responsibilities
Provides special care, attention, and assistance to internal and external SWA Customer’s as needed
Assist in training and mentoring Ramp Agents, Operations Agents, Customer Service Agents, and Skycaps to ensure awareness of appropriate regulations, procedures, and Company policies
Manages and evaluates Ramp, Operations, and Customer Service Agents to ensure work performance, attendance, and appearance meet Company requirements
Sets clear expectations on daily assignments and procedures or process changes to Employees
Recognizes Team member achievements and ensures appropriate and effective coaching/accountability is delivered to address performance shortcomings
Actively coordinates with all departments to maintain the station's on-time performance
Partners closely with fellow Supervisors and Leadership to achieve Station objectives
Ensures all Ramp Agents, Operations Agents, Customer Service Agents and Skycaps are properly assigned and utilized
Requests overtime as needed and maintains maximum use and efficiency of all Employees on duty
Proactively reallocates Employees as needed and assigns rest and meal breaks as required
Determines that aircraft are properly serviced and provisioned prior to departure and that all forms and records are properly completed and maintained
Maintains oversight in handling and operating condition of all ramp equipment in addition to ensuring ground equipment is serviced and fueled as necessary
May perform SIDA signatory responsibilities as assigned
Must be able to meet any physical ability requirements listed on this description
May perform other job duties as directed by Employee's Leaders
Job Requirements
Ability to successfully complete Customer Service Agent, Operations Agent and Ramp Agent training and perform all essential job functions of Customer Service Agent, Operations Agent and Ramp Agent
Ability to assume a high level of responsibility
Ability to work with others as part of a Team, meet the public and work in a variety of challenging situations under stressful conditions
Ability to effectively communicate information and instructions verbally, via radio equipment, via telephone, face to face, via public address systems and in writing
Ability to read documents, follow instructions, learn, understand, and teach Operations & Customer Service procedures, rules, and regulations.
Ability to read and write English
Knowledge of and proficiency in computer software packages (ex. ALTEA) and Microsoft Office products
Ability to type and/or use computer keyboard with sufficient speed
Ability to work in environment with exposure to a wide variety of weather conditions, jet and machinery noises, fumes, dirt and dust for extended periods of time
Ability to demonstrate awareness of hazardous situations and maintain safe working environment in addition to handling emergencies as needed
Ability to maintain alertness to moving vehicles and aircraft
Ability to work safely and with urgency under tight time constraints to accomplish quick turns of aircraft.
Ability to demonstrate strong organizational skills and attention to detail
Ability to solve complex operational problems
Ability to manage highly sensitive and confidential information
Knowledge of Customer Service Agent, Ramp, Operations, Provisioning and Freight Agents collective bargaining agreements and Company policies and procedures preferred
No education requirement
Preferred: 2 years of airline or related Leadership experience to include 1 year of Ground Operations Leadership experience and 1 year Ground Ops cross functional (Ramp, Operations, Customer Service, Freight, Provisioning) knowledge
Must be able to obtain a SIDA badge and meet all local airport requirements
May be required to obtain a Customs Seal and meet all requirements for international flights
Must posses a valid U.S. driver’s license
Ability to obtain GSC qualification and comply with DOT drug and alcohol testing program
Requires you to obtain and maintain USPS Clearance and meet all requirements to handle US Mail
Abilities to perform physical activities such as lifting (70 lbs. or more) on a regular basis and repetitively lift weights of 40-50 pounds on raised surfaces
Must be able to climb, bend, kneel, crawl, and stoop on a frequent basis and for extended periods
Must be able to work in cramped or high places
Must be able to carry heavy items up and down Jetway stairs
Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines
Must be a U.S. citizen or have authorization to work in the United States as defined by the Immigration Reform Act of 1986
Must be able to comply with Company attendance standards as described in established guidelines
Must be at least 18 years of age
Must pass required drug testing
Must be able to work various shifts including nights, weekends, holidays and overtime and some travel may be required for training
Other Qualifications
Job Details
Company: Southwest Airlines
Employment Type: Full-time
Job Location: Windsor Locks, Connecticut, United States
