Operations Supervisor (APAC)

Summary 
The APAC Operations team provides 24-hour coordination and execution of client crew accommodation requests. In coordination with other departments, the Operations Supervisor ensures that the Operations team delivers efficient and timely completion of client requests while maintaining a strong focus on providing professional, courteous and friendly service to our valued customers. This is a critical position in assuring that all client accommodation and transportation requirements are satisfied to in line with contracted Service Level Agreements (SLA). 

The Operations Supervisor facilitates problem resolution associated with planning, scheduling, systems and applications. Ensures that the Operations team successfully resolves issues such as delays and changes arising from unforeseen circumstances. This position has leadership responsibility for Operations Agents, Remote Agents, Client Onsite Agents, and other non-exempt team members within the Operations team. 

Essential Functions 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Supervises and lead daily APAC operations across all products (including but not limited to ACES, DPAX, Duty Travel, Crisis Management/Emergency Response), as well as supporting other API operations teams (HQ and Brazil) as required. 

• Supports all operations agents (Airline Operations Agents and Airline Support Specialists/On-Site Agents) across APAC, and monitor their availability and activities to ensure efficient and effective customer service. 

• Monitors team productivity and oversees the timely execution of various department activities including workload queues, group email accounts, and inbound calls and chat groups to ensure effective client service support. 

• Establishes and maintains effective communication with client functional/operational departments to ensure client expectations are being met. 

• Monitors and enforces quality expectations by reviewing, coaching and counselling all operations agents, through service quality audits (e.g., listening to call recordings). 

• Assists in the development and facilitation of training programs to meet ongoing client service requirements by identifying and coordinating training needs. 

• Maintains and delivers operational process changes, including updating of SOPs. 

• Monitors airline relocation requests. 

• Engages and motivates operations agents by providing statistical feedback. 

• Provide corrective feedback to operations agents as necessary. 

• Resolves operational issues caused by unconventional and/or complex client requirements, and evaluates overall impact of delays to actionable requests on the current day’s operation. 

• Resolves client issues and complaints, by completing internal investigations. 

• Maintains a chronological shift log for recording key data for actionable requests which may require management resolution. 

• Follow the appropriate reporting procedures for any relevant technical issues that impact the operations including ACES, DPAX, general IT issues, and monitors their outcomes. 

• Monitors Daily Issues Log (DIL) and MCC (MyCrewCare) feedback and review processes to improve quality results by recommending changes. 

• Monitors and insures completion of reports as required by API policy. 

• Monitors relevant weather reports and events calendar to ensure operational capability. 

• Collaborates with other department groups in order to resolve problems.  

• Monitors and controls departmental expenditures for ad hoc utilization due to errors, discrepancies, or other actionable challenges. 

• Reviews, monitors and alleviates discrepancies within API system. 

• Build and maintain business relationship with clients by mitigating challenges. 

• Collaborates with Senior Manager Operations APAC to build effective team roster and ad hoc leave requests to ensure optimal coverage. 

• Other duties as assigned to assist Accommodations Plus International in achieving its operational goals and objectives. 

Competencies 

• Able to build strong relationships and foster a team environment in a fast-paced, dynamic work environment. 

• Strong leadership and interpersonal skills. 

• Solutions-oriented professional with a strong client focus. 

• Detail oriented with great organisational skills. 

• High problem solving agility. 

• Process management. 

• Excellent written and verbal communication proficiency. 

Required Education and Experience 

• A Bachelor’s Degree (or its equivalent) preferred. 

• Three years of call centre / airline operations control centre, API Operations Center, or crew scheduling experience is preferred. 

• The ability to use careful, measured judgment and decision-making (weighing the costs and benefits of a potential action; using discretion). 

• Critical thinking abilities (using logic, data and analysis to determine strengths and weaknesses of a variety of solutions). 

• The ability to combine creative writing and data to create strong and clear written arguments 

• Motivating, developing, inspiring and leading people in their work so as to best achieve common organizational strategy and objectives.   

• Superior communication skills; must be comfortable engaging in a variety of different communicative modes (verbal, non-verbal, and written) and being attuned to others through strong active listening skills. 

• Able to identify problems, root-causes, and their potential solutions while continuing to successfully conduct day-to day operations without interruption.  

• Strong working knowledge of one’s field or discipline in which they find themselves engaged on a daily basis. Becoming fully aware and informed of current trends, developments, and changes in the sub-industry is critical for this. 

• Must be an individual who is able to build relationships between team members within the department. Strong computer and technical skills in Microsoft Word, Outlook, Excel, Teams, PowerPoint and Slack. 
  Position Type and Expected Hours of Work 
  This position operates in a professional office environment. This is a full-time permanent position. Days and hours of work may vary subject to operational requirements, and are typically on rotating 5 days on, 2 days off (including public holidays that may fall on your rostered workdays). A degree of flexibility and availability are required as flight operations and job duties demand.