Job description

Department: Ground Operations

Our Company Promise

We are committed to provide our Employees a stable work environment with equal opportunity for learning and personal growth. Creativity and innovation are encouraged for improving the effectiveness of Southwest Airlines. Above all, Employees will be provided the same concern, respect, and caring attitude within the organization that they are expected to share externally with every Southwest Customer.

Job Description: Job Summary
Provides Customer Service by managing Customer Service Agents, Operations, and Ramp Agents. Oversees Agent work performance to ascertain that all job assignments are carried out according to Company regulations in a safe and efficient manner and to assure that an on-time operation is maintained.

Model the Southwest Way to:
Guide and lead team members using SWA (Southwest Airlines) talent management practices to coach, develop and engage employees
Adhere to Company values and competencies to foster a culture of inclusion, recognition, and support of a safe work environment
Invest in leadership and self-growth through participating in continuous learning and development
Responsibilities
Actively coordinate with all departments to maintain the Station's On-time performance, Employee morale, and Customer satisfaction
Monitor and guide ground support performance to ensure requirements are met
Respond to and resolve Customer questions, requests, or complaints
Oversee day-to-day airport operations to create a safe, secure, and legally compliant service-conscious environment
Meet or exceed performance goals through effective decisions
Assign and track Agents for training compliance
Maintain a safe working environment and institutes programs designated to help reduce accidents and injuries
Coordinate actively with all Departments to maintain the Station's on-time performance, Report status updates to leaders and employees consistently
Drive performance processes by forecasting operational situations that may impact the operation, monitoring and achieving results against key metrics, and holding responsible parties accountable for results,
Review and ensure accurate delay coding
Work with staff planning to build bids that are in line with Department’s hourly goals
Perform administrative duties daily (such as the building of shift bids, closing bids, daily work assignments, daily payroll, and attendance reports)
Monitoring staffing and overtime in all areas
Assure proper administration of labor contracts or agreements, emphasizing minimal labor disputes
May perform other job duties as directed by Employee’s Leaders
Knowledge, Skills, and Abilities
Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources
Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, designing forms, and other office procedures and terminology
Knowledge of principles and processes for providing Customer and personal services including Customer needs assessment, meeting quality standards for services, and evaluation of Customer satisfaction
Use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems in addition to understanding the implications of new information for current and future problem solving
Give full attention to what other people are saying, taking time to understand the points being made, ask questions as appropriate, and not interrupt at inappropriate times
The ability to listen, understand and communicate ideas presented in writing and/or in speaking with others
Recognize and address performance and safety concerns in a timely manner
Ensure all equipment is maintained and available for the operation
The ability to shift back and forth between two or more activities or sources of information (such as speech, sounds, touch, or other sources) Education
Required: High School Diploma or GED
Experience
Fully functioning, broad knowledge of Airline Operations
Licensing/Certification
N/A
Physical Abilities
Ability to perform work duties from [limited space workstation/desk/office area] for extended periods of time
Ability to communicate and interact with others in the English language to meet the demands of the job
Ability to perform assigned duties with potential exposure to excessive noise, vibrations, and/or sensory conditions
Ability to perform assigned duties in outdoor and inclement weather conditions
Ability to use a computer and other office productivity tools with sufficient speed and accuracy to meet the demands of the job
Ability to perform physical activities such as lifting (50lbs.), standing, sitting, pulling, pushing, squatting, climbing, walking, kneeling, reaching, crawling, and writing
Other Qualifications
Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines
Must be a U.S. citizen or have the authorization to work in the United States as defined by the Immigration Reform Act of 1986
Must be at least 18 years of age
Must be able to comply with Company attendance standards as described in established guidelines

Southwest Airlines is an Equal Opportunity Employer.
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