Airline Customer Service Manager-on-Duty (Frontier Airlines)

About WFS

Join our Worldwide Flight Services family and contribute to timely cargo shipment, luggage, business-to-customer delivery, and on-time flights while operating safely and securely.  We perform at the highest level for our customers every day and strive to be an exceptional leader in our industry with our teams of cargo, passenger, ramp handling, and technical service experts in 164 airport locations, 18 countries, and on 5 continents.  Are you ready to take off on your next career with us?

Job Summary

The work of Manager-on-Duty will center around providing your representatives with the tools and frameworks necessary to make every customer interaction a positive, productive experience. In this role, you will be guiding supervisory personnel within the assigned functional area to oversee and advise on staffing requirements and monitor/administer discipline/corrective action for subordinates. You will act as a liaison between the first-level supervisor and upper management. Maintain and control all required aspects of the operation following the corporate security program and TSA legislation.  

Ensures that the required company audit requirements are undertaken to maintain continuity and compliance.  Read, understand, and clarify the implementation of the site-specific security plan and ensure that all WFS staff are issued with a relevant company ID and that they are required to display this identity badge. Establishes and administers practices fairly and equitably, where all employees, customers, and vendors are treated with respect.

Responsibilities

• Ability to read, analyze, and interpret WFS Employee Handbook, WFS Supervisors
• Manual, applicable union contract, general business periodicals, professional journals,
• technical procedures, or governmental regulations, airline policy and procedures
• manuals.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups or
• managers, clients, and customers.
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or
• schedule form.
• Ability to manage budget and expenses. 
• Ability to maintain a steady and professional work environment.
• Ability to implement and maintain customer service strategies to improve quality and services.
• Ability to operate equipment and hold necessary licensing (if applicable).
• Ability to perform specific responsibilities related to your shift.
• Maintain accurate documentation and files.
• Reports to work on a regular and timely basis.

Minimum Requirements

• Two to five years of previous management/specialist supervisory experience in field service duties
• College degree or equivalent experience
• Airline pricing experience
• Must be able to work weekends (Friday, Saturday, and Sunday), holidays, and days off.  

Preferred Skills

• Familiarity with personal computer software is helpful.  
• Independent judgment and decision-making skills are required.
• Excellent interpersonal skills, and written and oral communication skills.  
• Ability to read, write, fluently speak, and understand the English language.

Physical Requirements/Working Conditions

• Ability to lift up to 35 lbs.

Perks & Benefits

• Want your pay in advance?  Access up to 50% of earned wages when you need it through myWisely app or the Daily Pay app!
• Are you a top performer who thrives on recognition?  On-the-spot awards offered through the Awardco Platform including gift cards and more!
• Need quality medical care?   Multiple options for both full and part-time employees!
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