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Shift Supervisor at iFly

Posted in Police/Fire/Emergency 30+ days ago.

This job brought to you by eQuest

Type: Full-Time
Location: Concord, North Carolina

Job Description:

 This job contributes to iFLY success by assisting the General Manager and Assistant General Manager in executing tunnel operations during scheduled shifts. This job deploys team members and delegates tasks so that team members can create and maintain the iFLY Experience for our customers. The incumbent is responsible for modeling and acting in accordance with iFLY values and guiding principles, reinforcing iFLY policies and practices, and coaching and leading team members.

Responsibilities and essential job functions include but are not limited to the following:

·       Acts with integrity, honesty and knowledge that promote the culture, values and mission of iFLY. Maintains a calm demeanor during periods of high volume or unusual events to keep tunnel operating to standard and to set a positive example for the shift team.

·       Anticipates customer and tunnel needs by constantly evaluating environment and customers for cues. Communicates information to manager so that the team can respond as necessary to create the iFLY Experience during each shift.

·       Assists with new team member training by positively reinforcing successful performance and giving respectful and encouraging coaching as needed. Provides feedback to Assistant General Manager and General Manager on team member performance during shift.

·       Contributes to positive team environment by recognizing alarms or changes in team member morale and performance and communicating them to the Operations Manager and General Manager.

·       Creates a positive learning environment by providing clear, specific, timely and respectful coaching and feedback to team members on shift to ensure operational excellence and to improve team member performance.

·       Delivers legendary customer service to all customers by acting with a customer comes first attitude and connecting with the customer. Discovers and responds to customer needs.

·       Develops positive relationships with shift team by understanding and addressing individual motivation, needs and concerns.

·       Executes tunnel operations during scheduled shifts. Organizes opening and closing duties as assigned.

·       Follows iFLY operational policies and procedures, including those for cash handling and safety and security, to ensure the safety of all team members during each shift.

·       Follows all cash management and cash register policies and ensures proper cash management practices are followed by shift team.

·       Follows up with CSRs and Instructors during the shift to ensure the delivery of legendary customer service for all customers.

·       Maintains regular and consistent attendance and punctuality.

·       Provides quality service consistently for all customers by adhering to customer service and sales standards.

·       Recognizes and reinforces individual and team accomplishments by using existing organizational tools and by collaborating with the Assistant General Manager and General Manager to find new, creative, and effective methods of recognition.

·       Utilizes operational tools to achieve operational excellence during the shift.

·       Adheres to iFLY values, beliefs and principles during easy and difficult times.

·       Remains calm, maintains perspective and responds in a professional manner when faced with tough situations

·       Takes personal responsibility for the continuous learning of new knowledge, skills and experiences.

·       Able to successfully function during times of uncertainty and changing priorities.

·       Makes quality and timely decisions based on a mixture of analysis, wisdom, experience and judgement.

·       Builds effective relationships with all people.

·       Gets results and achieves goals.


Work Experience and Knowledge Requirements

·       High School Degree or equivalent

·       Minimum of one (1) year customer service experience in a retail environment.

·       Minimum of one (1) year experience supervising/leading the work of others

·       Ability to learn quickly

·       Effective oral communications skills, including demonstrated coaching skills

·       Knowledge of the retail and service environment

·       Strong interpersonal skills

·       Ability to work as a part of a team

·       Ability to build relationships