Tower Agent – CDG

Mission: Make every customer feel like the most valued person.

• Can be assigned to either Field role or Customer Experience role, positions are interchangeable and all under the Tower agent scope, after full training provided.
• Performs a variety of duties according to the functional work area assignment, under certain circumstances, personnel may be required to perform all functions.
• Subject to rotating shifts and off days.
• Develops a line of communication with AF operations management as well as other actors necessary to ensure maximized use of the airport facility and minimized obstruction of Delta aircraft and passenger movement.
• Responsible for reviewing AF gate plot and recommending alternate gate assignments to minimize passenger misconnects while improving Delta operational performance.
• Coordinates with ACS OSMs on duty, ACS agents/Red Coats and business partners to ensure execution of on-time aircraft turn and departure.
• Works with the Operations Customer Center and other Hub Coordination Centers in implementing the daily operation to meet safety, reliability, and customer service KPIs and Net Promoter (NPS) goals.
• Responsible for distribution of daily outlook and operational pages as needed throughout the day.
• Ability to review/create reporting and participate as needed in ad-hoc projects as guided by ACC OSM.
• Participates in daily briefing and actions any concerns raised from Delta, AF or business partners that could impact operation.
• Monitors the inbound customer/baggage connections, provides analysis, and makes decisions regarding local and down/up-line connections and customers impacted by cancelled or delayed flights.
• Directs the necessary personnel to meet late or cancelled flights for proper customer handling, assistance, re-accommodation, and baggage handling.
• Practices safety-conscious behaviors in all operational processes and procedures.

What you need to succeed (minimum qualifications)

• Knowledge of OSS and RES automation systems preferred as well as AF systems.
• Should have strong analytical, organizational, and administrative skills.
• Should be proficient in communication skills: verbal, written, and listening.
• Must speak, write and read English and French fluently.
• Strong interpersonal, problem solving, and decision-making skills are preferred.
• Should be a self-starter and able to manage multiple tasks simultaneously.
• Prior experience working in an Airport Control Center (ACC)/Hub Tower environment is desired.
• Operational experience in Airport Customer Service (passenger service and ground operations) is preferred.
• Must be flexible and willing to work rotating shifts and days off.
• Must be performing satisfactorily in present position.
• Must possess proper authorization to work and reside in country at time of application.
• (If transferring internally) Must be performing satisfactorily in present position.
• Consistently prioritizes safety and security of self, others, and personal data. 
• Embraces diverse people, thinking, and styles. 
• Possesses a high school diploma, GED, or high school equivalency. 

What will give you a competitive edge (preferred qualifications)

N/A

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