Supervisor, Baggage Performance

Description

The Supervisor, Baggage Performance is responsible for overseeing and managing baggage operations across the Avelo Network. This role involves coordinating and leading the baggage team to ensure efficient and effective handling of Customer baggage claims, resolving customer issues, and maintaining a high level of customer satisfaction. This role is also responsible for ensuring claims are processed per Avelo's baggage standards, DOT regulations, and the Contract of Carriage.

Responsibilities

• Supervise the Baggage Performance Team: Oversee and manage the daily operations of the airline's baggage claim system. 
• Provide guidance, training, and support to System Baggage Coordinators to ensure a high level of performance and Customer Service.
• Resolve escalated Customer issues and complaints related to baggage claims, ensuring prompt and satisfactory resolution in a courteous and professional manner.
• Provide feedback and implement corrective measures as necessary to improve productivity and Customer service.
• Maintain accurate records, prepare reports on baggage claim performance, Customer feedback, and incident resolution, and provide regular updates to management.
• Collaborate with other departments, such as operations, and Customer support to streamline processes, address operational challenges, and enhance the overall passenger experience.
• Identify opportunities for process improvements, recommend and implement changes to enhance efficiency, effectiveness, and Customer satisfaction within the baggage claim operations.
• Manage schedules, time-off requests, payroll, and administration functions for direct-reports.
• Provide updates and final settlements to Customers and submit final payments to finance. 
• Create and implement baggage training programs for Customer Service Center (CSC) and Airport Operations (AO) crew. 
• Coach CSC and AO crew on baggage-related issues and customer service best practices. 

Requirements

• Minimum of three (3) years of airline Customer Service experience.
• Minimum of five (5) years of Customer Service experience.
• Give and receive verbal communication by reading, writing, and speaking English.
• Flexible schedule to work a variety of shifts, including nights, weekends, holidays, and overtime. 
• Ability to work in a remote work environment without direct Supervision. 
• Exceptional communication, collaboration, and leadership skills to drive performance. 
• Professional handling of Customer concerns and de-escalation as required. 
• Ability to motivate and develop Crewmembers to support their growth and goal achievement. 
• Demonstrated independent judgment and sound decision-making skills.
• Providing project presentations to senior leadership 
• Knowledge of Excel, Word, PowerPoint, Jira and SharePoint

May perform other responsibilities as assigned. Responsibilities and duties may change when circumstances dictate. (e.g., emergencies, changes in workload, rush initiatives or technical developments).

Avelo is an Equal Opportunity Employer.