Supervisor, Client

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Flight Safety International is the world’s premier professional aviation training company and supplier of flight simulators, visual systems and displays to commercial, government and military organizations. The company provides training for pilots, technicians and other aviation professionals from 167 countries and independent territories. Flight Safety operates the world’s largest fleet of advanced full-flight simulators and award-winning maintenance training at Learning Centers and training locations in the United States, Canada, France and the United Kingdom.

The primary focus of the Supervisor, Client Experience is to oversee departmental activities and personnel to ensure alignment with the overall operations strategy of client services and scheduling which lead to a continuous and positive client experience.

• Work cooperatively throughout all levels of Flight Safety’s cross functional business units to successfully support Flight Safety’s Vision to be the world’s premier aviation training company; known for its outstanding customer service, superior quality training and products, operational excellence and talented Teammates.
• Ensure accuracy and integrity of department processes.
• Manage all customer retention activities for department.
• Interview and evaluate prospective candidates for employment.
• Track, evaluate and report teammate performance and goals.
• Provides day to day supervision of team to include: coaching on performance, coordinating activities andwork schedules, checking on quality and work progress.
• Responsible for approving employee timecards each week
• Resolves problems, identifies the most appropriate solution and may establish new techniques to ensurethe team meets its objectives and improve the efficiency of the team.
• Responsible for mentoring, training and development of Customer Support teammates or the coordination of those activities.
• May be asked to assume responsibility of Manager, Client Experience duties in their absence.
• Bachelor’s degree in Business or Aviation Management required or three (3) years related experience and or training; or equivalent combination of education and experience; equivalency years or experience substitution must be in related field.
• Three (3) or more years of leadership experience in a work environment of an upper level management support position involving confidentiality, organizational skills and time constraint pressures, required.

• Excellent verbal and written communication skills
• Excellent customer service and interpersonal skills
• Demonstrated ability to establish metrics and provide data-driven solutions in a service center structure across a matrixed operating environment
• Proven ability to collaborate across a broad spectrum of key stakeholders and various levels of management in a professional manner
• Ability to adapt to changes rapidly and perform in a fast-paced work environment while managing multiple deadlines, inquiries, and projects simultaneously
• Strong attention to detail, problem-solving, critical thinking, and analytical skills
• Solutions-oriented problem solver with a focus on continuous improvement
• Proven ability to identify, evaluate, and solve problems by applying policies and procedures to a variety of issues
• Ability to influence without formal authority
• Demonstrated ability to maintain a high level of confidentiality and professionalism
• Complies with all company policies and procedures
• Fluency in English
• Advanced proficiency in Microsoft Office suite or related software, in particular Excel, Word, PowerPoint and Outlook
• Other software programs may be required.

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