Lead Agent, Customer Services, Barcelona BCN at American Airlines
3 days ago
El Prat de Llobregat
Lead Agent, Customer Services – Barcelona, Spain This full‑time on‑site position reports to the General Manager/Airport Services Manager and provides front‑line leadership and team building with own or contracted staff to ensure a safe and reliable operation providing outstanding customer service while maintaining and exceeding the company’s goals within a defined cost structure. Responsibilities • Coordinate the overall operation and act as highest point of escalation on the day (in GM absence)., • Conduct ticketing/gate/check‑in/BSO functions (as required at the station)., • Lead and direct team member and vendor activities, i.e. work with the General Manager/Airport Services Manager to provide clear and coordinated leadership to a team of customer service and ramp agents to ensure that vendor and contractor employees carry out their duties in accordance with contractual agreements., • Ensure dependability and quality of company standards., • Resolve customer issues., • Interface with Crew/IOC when needed., • Substitute for General Manager/Airport Services Manager during absence to provide a single point of leadership for the airport team, i.e. being contactable and responsible for the operation in the GM/ASM's absence, to take full responsibility for provision of management reports, to liaise with vendor and airport and other local authorities., • Ensure compliance with internal controls., • Complete station administration duties and daily/monthly reports., • Coordinate daily work schedule (ensuring appropriate shift coverage) and the preparation of time sheets/cards., • Actively contribute to the agent performance review process., • Monitor, document and assist in the management of agent attendance issues., • Enforce compliance with agent uniform/dress/grooming standards., • Ensure required training of station and contractor staff is completed and reported as required., • Carry out any other reasonable duties which are consistent with the position.Minimum Qualifications, • Education & Prior Job Experience., • Strong working knowledge of the company’s reservations/customer service systems., • Excellent communicator & effective listener., • Strong interpersonal and organizational skills., • Excellent knowledge of the company’s customer service and ramp policies, procedures and standards., • Ability to adapt and take control in unforeseen circumstances such as OSO (off schedule operations) situations., • Strong leadership skills., • Strong administrative skills., • Be dedicated and committed to the job and enjoy working with the public., • Be able to motivate employees in working as a team., • Ability to work under pressure and with minimum supervision., • Adaptable to change, team player., • Be reasonable, trustworthy and reliable., • Be self‑motivated and open to development., • Have the willingness to work in a shift environment (including weekends/bank holidays)., • Be able to communicate in both written and spoken English and Spanish. xcskxlj, • Be willing and able to travel to the U.S. and within ACE (Asia/Canada/Europe) region. #J-18808-Ljbffr