Airline BSO Account Manager

Bags, a Metropolis company, is an artificial intelligence company for the real world. We use computer vision to enable checkout-free parking experiences. So there's no fumbling with tickets, machines, apps, or credit cards. You just "drive in and drive out."

We are the largest parking network in America, with over 23,000 employees powering mobility at over 4,000 locations across North America and Europe.

Today, we are reinventing parking. Because it's important, it's everywhere and impacts everyone. Tomorrow, we will power checkout-free experiences anywhere you go to make the everyday experiences of living, working, and playing remarkable - giving us back our most valuable asset, time.

The BSO General Manager will work in the BSO office at the airport to ensure the team is effectively working with customers to assist them with their delayed, damaged or pilfered baggage and will also interface with other areas of the airport operation to ensure a smooth and successful operation in the Baggage Service Office. The BSO General Manager must be empathetic and helpful to customers who have been separated from their belongings and must be resourceful when searching for valuable items or assisting a customer replace his/her damaged items.

The BSO General Manager is ultimately responsible for the operation and must be available to be on call. Bags Inc. is the Baggage Service Office provider for a major airline carrier at the Charlotte Douglas International Airport. This commercial airline provides passenger and cargo transportation throughout North America, Central America, South America, the Caribbean, Europe, Asia and Australia.

MAIN RESPONSIBILITIES

Oversee the day-to-day Baggage Service Office operation Provide First Class Service to guests, clients, and employees Recruit, hire and train new Baggage Service Representatives Manage policies and procedures for Priority Parcel Service packages Manage Lost & Found, Left on Board items for the airline at the Baggage Service Office Be knowledgeable of all aspects of the operation and continually ensure that operational goals are being met Provide employee feedback and promote a positive work environment that fosters teamwork Work with the CLT Management team to manage a positive relationship in all areas of the operation

Oversee the staff, consisting of Supervisors, Baggage Handlers, and Agents
• Maintain records on company technology and required airline materials
• Monitor, observe, coach, and document the day-to-day activities of the operation and employees
• Ensure corporate and area management are informed of any deficiencies
• Effectively communicate with the client and guests to ensure consistent and satisfactory service levels
• Respond to clients as well as corporate inquiries timely and effectively
• Schedule and staff a busy 365 day a year operation
• Manage/Supervise employees in accordance with company policy and practices/Provide progressive counseling for attendance and performance issues
• Monitor and manage payroll to ensure accuracy
  
• Facilitate and provide proactive customer/guest service
  
• Create a team-oriented environment with positive employee morale
  
• Identify and correct problems pertaining to productivity, standards and efficiency
  
• Ensure that all audits to include: HR, financial, and risk management achieve satisfactory results - identify and correct issues noted on audits
  
• Understand where applicable union contracts and develop effective working relationship with local labor unions
  
• Provide support as well as leadership in special initiatives or projects as directed by regional or corporate management

Salary Range: $60,000/yr

Benefits: Eligible employees will participate in the various benefits plans including medical, dental, vision, flexible spending accounts, long/short term disability, life insurance, accident insurance, 401k and paid time off.

MINIMUM QUALIFICATIONS

• Experience in airline/hospitality, restaurant, tourism, retail, or armed forces
• BSO experience preferred
  
• 5 years of customer service experience
  
• At least two (2) years managerial experience required, 5 years management experience preferred
• Strong verbal and written communication skills
  
• Proficient computer skills and attention to detail
  
• Ability to work afternoons, evenings, weekends and holidays
• Communicate effectively with employees and clients to ensure fulfillment of performance requirements
  
• Maintain positive relationship with client representatives
  
• Computer skills; proficient in Word, Excel, Outlook, applicant tracking, payroll system
  
• Front-line management experience along with recruiting and staffing responsibilities
  
• Must be able to handle multiple priorities simultaneously
  
• Must be able to obtain an SIDA security clearance badge and successfully complete Ground Security Coordinator training

SP is an equal opportunity employer committed in policy and practice to recruit, hire, train, and promote, in all job classifications, without regard to race, color, religion, sex, age, national origin, citizenship status, marital status, sexual orientation, veteran status, disability or other classes protected by federal or state law. SP does not tolerate harassment of or retaliation against any employee or applicant on the basis of these characteristics, or because the individual exercised his or her EEO rights.

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