Operations Duty Supervisor
Overview
The Operations Duty Supervisor is responsible for overseeing daily operations, ensuring staff comply with service standards, and managing service provider performance. This role involves monitoring flight schedules, handling customer complaints, conducting shift briefings, and maintaining communication with internal and external stakeholders while ensuring operational efficiency and staff readiness.
Requirements
- Grade 12 or equivalent
- Travel Degree or Diploma (Advantageous)
- Minimum of 2-4 years' experience in an Airline/Aviation environment (Passenger Services and/or Ramp Services and/or Baggage Handling)
- No criminal or credit record
- Must be willing to work shifts and on weekends
- Airside and terminal knowledge
- Must have knowledge of airport operations
- Computer literate
- Excellent communication skills
- Conflict resolution skills
- Dealing with confidential information
- Leadership skills
- The ability to work well under pressure
- Practice good time management and willingness
- Customer focus and service orientated
- Solid computer literacy
- Excellent phone etiquette
Responsibilities
- Ensure all staff conform to required standards of services and efficiency
- Ensure service providers comply with procedures in place
- Monitor the Service provider SLA
- Monitor and supervise daily operations
- Continuously improve quality standards
- Ensure sufficient staffing levels across all departments
- Responsible for daily operational planning
- Ensure all staff are on duty and in full uniform
- Monitor company communication platforms and action all requests
- Ensure check-in counters are open, on time, and maintained as required
- Plan, monitor, and evaluate the delay process effectively, efficiently, and professionally
- Complete the daily shift report and any delay reports as required
- Attend and conduct shift briefings with service providers and ticket sales
- Monitor operations ensuring that all flights depart as scheduled
- Ensure movement messages are sent timeously
- Monitor OTP, schedule changes, and communicate with relevant parties
- Ensure the ground handler is sufficiently equipped
- Report equipment shortages to relevant departments
- Ensure adequate stock on hand
- Investigate incidents/irregularities and report to the station in charge
- Ensure disciplinary action is taken for non-compliance
- Address complaints promptly and conduct investigations
- Ensure a detailed handover is prepared for the next shift
- Maintain cleanliness and tidiness in the office
- Ensure equipment/devices are maintained and handled with care
- Delegate responsibilities as required
- Perform spot checks on all internal and external stakeholders
- Attend meetings with internal and external stakeholders
- Liaise with customers and maintain a visible presence for both staff and passengers
How to apply
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