Lead Agent - Customer Service Rep - Full Time (Fixed term contract)

Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route network.Come join us to create what’s next. Let’s define tomorrow, together.DescriptionAs the face of our customer, here’s what you will do:Whether our customers are traveling for business or pleasure, you are the professional in the airport that crafts important connections and encourages an environment where everyone feels welcome, valued, and respected. You will be interacting with our domestic and international customers in our lobbies and at gates, helping them with ticketing, baggage, greeting customers as they start and end their journey and doing it with a smile. You will provide friendly, professional, confident, and insightful service to help resolve customer travel issues and make their experience memorable.Relocation assistance will not be provided.Job Overview And ResponsibilitiesUnder 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 ToResponsible for upholding safety standards, including MOCHA audit completion, safety inspections and feedback to business partner management and employeesResponsible for monitoring and maintaining the usage of new loading/unloading and scanning tools for departing/arriving flightsResponsible for managing the mail & cargo operations on the ramp in conjunction with business partner staffResponsible for monitoring and cataloguing the performance of the daily baggage arrivals/departures/connection areaEnsuring you drive the performance to meet company’s performance metricsWork in conjunction with station personnel to allocate daily duties as necessitated by operational needsResponsible for compiling and delivering daily briefingsFollow and uphold PPE & uniform appearance standardsAssisting General Manager and station leads for interviews when necessaryAssist management, supervisors, and leads with performance management, feedback and employee developmentSupport the management team with collateral and project workParticipate 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 departureSupport with aircraft damage and employee injury investigationThis 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.QualificationsWhat’s needed to succeed (Minimum Qualifications):2 years Customer Service/Operational ExperiencePrevious supervisory/leadership experienceSecondary School Education or equivalent school leaving certificateSound Administration skills (Microsoft Word, Excel, Emails)Excellent knowledge of ATW and BTW airport operations procedures & processesGood technical knowledge of Airport applications (MAP, Aero, Shares, AIMS etc)Proven track record of reliabilityHave the ability to work under pressure in a calm, professional mannerHave the ability to think clearly and make logical decisionsMust be a true team playerExcellent verbal and written communication skillsDemonstrate outstanding leadership skills and initiative.Must be willing and able to work all shifts (early/late) on a rotating shift patternMust be well groomed in appearance, be reliable, dependable and strive for high quality workMust be fluent in English and Italian (written and spoken)Must be legally authorized to work in Italy for any employer without sponsorshipSuccessful completion of interview required to meet job qualificationReliable, punctual attendance is an essential function of the positionWhat will help you propel from the pack (Preferred Qualifications):Bachelor's degree5 years of Customer Service/Operational ExperienceHave a valid US Visa