Airport Call Center Supervisor - Denver International Airport

About Our Job

With competitive pay, great benefits, and endless opportunities, working for the City and County of Denver means seeing yourself working with purpose - for you, and those who benefit from your passion, skills and expertise. Join our diverse, inclusive and talented workforce of more than 11,000 team members who are at the heart of what makes Denver, Denver.

What We Offer

The City and County of Denver offers a competitive salary commensurate with education and experience. New hires are typically brought into the organization between $32.00-$36.00/hour. We also offer generous benefits for full-time employees which include but are not limited to:

• A guaranteed life-long monthly pension, once vested after 5 years of service
• 457B Retirement Plan
• 140 hours of PTO earned within first year + 12 paid holidays, 1 personal holiday, 1 Wellness Day and 1 volunteer day per year
• Competitive medical, dental and vision plans effective within 1 month of start date

Location & Schedule

This position will report in person to Denver International Airport. The schedule will consist of 5 days per week with 8-hour shifts (Tuesday
- Saturday 2:00pm-10:30pm) Shifts may be adjusted to fall within the operational hours of 6am-10:30pm and will include evenings, weekends and holidays. Position may be eligible for shift differential pay.

Who We Are & What You'll Do

About DEN

Since opening on Feb. 28, 1995, Denver International Airport (DEN) has become one of the world's busiest airports. In 2025, 82,427,962 passengers passed through DEN, making DEN 4th busiest airport in the U.S. and the world's 10th busiest airport. DEN is Colorado's primary economic engine, generating $47.2 billion in annual economic impact for the state. At DEN, we are committed to fostering a diverse, inclusive, and equitable workplace.

We celebrate individuality and strive to keep Equity, Diversity, Inclusion & Accessibility (EDIA) at the center of all that we do.

We are currently seeking an Airport Call Center Supervisor to join our team!

As an Aviation Customer Relations (call center) Supervisor, you will be responsible for supervising the call center staff that performs aviation customer service work via, voice calls, SMS messaging, web chat, airport paging, email, and social media. Additionally, provides support at concourse and terminal information booths, the international arrivals facility, and other public areas of the airport. You will work side-by-side with the agents to ensure delivery of exceptional service to customers before, during and after their travel experience through our airport.

Customer service employees primarily respond to requests for information and service from passengers and from the general public regarding airline operations, safety and security regulations, landside services, food, beverage and retail offerings, accommodations, passenger tracking, and other available customer service resources.

Other duties will include:

• Responsible for the daily oversight of the Customer Service operation at DEN specifically overseeing/supervising a team of Customer Service agents in the Customer Relations (call center) Center.
• Serve as a "Brand Ambassador" for Denver International Airport (DEN) by anticipating customer needs and exceeding their expectations. Demonstrates this through consistently being professional, visible, approachable, flexible, reliable, accountable and by delivering the highest levels of customer service in everyday assignments, special projects, and initiatives and is an active team contributor.
• Proactively collaborates with peers to bring forward operational concerns and/or recommendations during leadership meetings.
• Works with Manager to ensure optimal daily schedule coverage for the call center.
• Works closely with supervisors in other areas of the customer service department, collaborating on department wide projects and initiatives.
• Attend monthly department meetings, actions items from the meeting in need of attention.
• Responsible for developing and delivering thorough quarterly and annual performance reviews to direct reports sharing accurate, quantifiable feedback with employees based on 1:1 meetings, in person observations, and overall engagement with employee.
• Responsible for ongoing quality assurance audits of employees to ensure they deliver the highest levels of customer service to our customers and following all departmental policies and procedures.
• Proficient in all areas of the Customer Service operation to ensure the ability to provide guidance and hands on support to Agents and customers as needed.
• Create tickets in the Customer Relationship Management (CRM) platform (Sprinklr Enterprise) related to customer inquiries, feedback, concerns, or complaints while assisting customers via voice calls, SMS messaging, web chat, airport paging, email, and social media.
• Resolves problems encountered during daily operations and determines appropriate solutions; promotes teamwork. Encourages regular communication, informs staff of…