Supervisor, Ramp Tower

We’re looking for motivated, engaged people to help make everyone’s journeys better.

Position is responsible for serving as unit’s primary representative working in the Airport Tower for our major customer's operations where the decisions such as gate changes, aircraft swaps, and delays are made.

Annual Hiring Range/Hourly Rate:

• $56,000 - $57,000

Benefits

• Paid time off

• 401k, with company match

• Company sponsored life insurance

• Medical, dental, vision plans

• Voluntary short-term/long-term disability insurance

• Voluntary life, accident, and hospital plans

• Employee Assistance Program

• Commuter benefits

• Employee Discounts

• Free hot healthy meals for unit operations roles

Main Duties and Responsibilities:

• Analyzes data from custom computer screens and proactively communicates airline changes and updates to the unit dispatch and catering teams. 

• Monitors airline arrival and departure times and ensures catering teams complete flights as assigned.

• Monitors driver’s kitchen department time, alerts unit management when on time departure is in jeopardy and when drivers are late off aircraft, delaying return to unit.

• Monitors international strips via Prism camera; provides accurate and timely information regarding the operation to the SOC.

• Makes some operational decisions and communicates directly to transportation teams on the field.

• Partners with Department Manager to be the voice for the company in delay discussions, and conducts the research needed when contesting a delay.

• Tracks all flight, gate, meal order and other changes in flights.

• Serves as back up supervisor when that individual is on the ramp by relaying changes in flights to drivers on the ramp, directing work flow and resolving customer problems.

• Checks that drivers have completed their run sheets accurately and that all times, aircraft changes, service levels and quantities meet customer specifications.

• Answers and logs customer calls, concerns and complaints and makes recommendations to resolve on-going issues.

Qualifications

Education:

• H.S. diploma required

• Associate’s degree preferred

Work Experience:

• Minimum 3 years of experience working in a customer service capacity required

• 1 year experience directing the work of others

• Experience working in the airline industry is preferred

Technical Skills: (Certification, Licenses and Registration)

• Basic computer skills

• Able to drive on the ramp

• Able to multi-task in a dynamic customer environment

• Detail oriented

• Strong customer service skills

• Able to keep calm in high pressure environment

• Able to work with a minimum of supervision/off-site environment

• Able to make independent decisions

• Able to compile data from multiple sources with a high degree of accuracy

• Able to communicate status changes to all parties in a timely manner

• Driven to document and improve processes

• Able to develop rapport with major client

Language / Communication Skills:

• Excellent written and oral communication skills.

Job Dimensions

Geographic Responsibility: Unit

Type of Employment: Full time

Travel %: N/A

Exemption Classification: Exempt

Internal Relationships: Drivers, dispatchers and the catering teams

External Relationships: Airline Customers

Work Environment / Requirements of the Job: Work in the airport Tower. This position will rotate periodically between day shift, night shift and vacation relief.

Budget / Revenue Responsibility: N/A

Organization Structure

Direct Line Manager (Title):  Director or Manager, Ops Transport

Dotted Line Manager (Title, if applicable):  N/A

Number of Direct Reports: 0

Number of Dotted Line Reports: 0

Estimated Total Size of Team: 1

gategroup Competencies Required to be Successful in the Job:

• Thinking – Information Search and analysis & problem resolution skills

• Engaging – Understanding others, Team Leadership and Developing People