Lead Agent - Customer Service Rep - Full Time Lazio

Lead Agent - Customer Service Rep - Full Time
Roma
Lazio, Lazio

Description Airport Operations The Airport Operations department keeps operations at our airports running smoothly through planning, organization and supervision.

Find your future at United!

We're reinventing what our industry looks like, and what an airline can be – from the planes we fly to the people who fly them.

When you join us, you're joining a global team of 100, 000+ connected by a shared passion with a wide spectrum of experience and skills to lead the way forward.

Achieving our ambitions starts with supporting yours.

Evolve your career and find your next opportunity.

Get the care you need with industry-leading health plans and best-in-class programs to support your emotional, physical, and financial wellness.

Expand your horizons with travel across the world's biggest route network.

Connect outside your team through employee-led Business Resource Groups.

Create what's next with us.

Let's define tomorrow together.

Relocation assistance will not be provided.

Job overview and responsibilities Under the direction of the Airport Operations Supervisor, the Lead will assume daily responsibility for achieving service standards and operational objectives.

The Lead is accountable for making decisions that impact the station metrics and provides front-line leadership, guidance and technical support to CSRs.

The lead is engaged operationally, to ensure the needs of the customer, the team and our operation are met; on a day-to-day basis.

You are empowered to be flexible in meeting customer and employee needs whilst addressing the dynamics of our schedule.

Working closely with and supported by the Management team you are expected to use your experience and knowledge to demonstrate a safe, caring, dependable and efficient ethos; to lead the frontline team with drive and compassion, ensuring that we remain accountable for our performance.

Duties include but not limited to: Responsible for upholding safety standards, including MOCHA audit completion, safety inspections and feedback to business partner management and employees.

Responsible for monitoring and maintaining the usage of new loading/unloading and scanning tools for departing/arriving flights.

Responsible for managing the mail & cargo operations on the ramp in conjunction with business partner staff.

Responsible for monitoring and cataloguing the performance of the daily baggage arrivals/departures/connection area.

Ensuring you drive the performance to meet company's performance metrics.

Work in conjunction with station personnel to allocate daily duties as necessitated by operational needs.

Responsible for compiling and delivering daily briefings.

Follow and uphold PPE & uniform appearance standards.

Assisting General Manager and station leads for interviews when necessary.

Assist management, supervisors, and leads with performance management, feedback and employee development.

Support the management team with collateral and project work.

Participate and organize internal monthly safety meetings alongside fellow leads and management as part of the Station Safety Action Team Liaison and assist with service partners in above the wing team, SOC team for on time departure.

Support with aircraft damage and employee injury investigation.

This position is offered on local terms and conditions.

Expatriate assignments and sponsorship for employment visas, even on a time-limited visa status, will not be awarded.

Qualifications Minimum Qualifications 2 years Customer Service/Operational Experience.

Previous supervisory/leadership experience.

Secondary School Education or equivalent school leaving certificate.

Sound Administration skills (Microsoft Word, Excel, Emails).

Excellent knowledge of ATW and BTW airport operations procedures & processes.

Good technical knowledge of Airport applications (MAP, Aero, Shares, AIMS etc).

Proven track record of reliability.

Have the ability to work under pressure in a calm, professional manner.

Have the ability to think clearly and make logical decisions.

Must be a true team player.

Excellent verbal and written communication skills.

Demonstrate outstanding leadership skills and initiative.

Must be willing and able to work all shifts (early/late) on a rotating shift pattern.

Must be well groomed in appearance, be reliable, dependable and strive for high quality work.

Must be fluent in English and Italian (written and spoken).

Must be legally authorized to work in Italy for any employer without sponsorship.

Successful completion of interview required to meet job qualification.

Reliable, punctual attendance is an essential function of the position.

Preferred Qualifications Bachelor's degree.

5 years of Customer Service/Operational Experience.

Have a valid US Visa.



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