Airport Call Center Supervisor - Denver International Airport

Airport Call Center Supervisor

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.

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

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.

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 relevant business issues and their impact on the organization.
• Serves as the primary point of contact during airport events making in the moment decisions, adjusting staffing and working with a variety of internal and external stakeholders to collaborate, provide solutions and ideas to support the event keeping the customer experience in mind.
• Serves as on-call after-hours Supervisor on duty (rotation). This includes evenings, weekends, and holidays. Must be email, phone and text available 24/7 while on call.
• Coaches, mentors, and challenges staff. Champions continuous improvement, including devising new strategies and new opportunities. Leads staff development initiatives that include training, development, and succession planning. Establishes performance expectations and standards for all levels of employees to achieve or exceed performance metrics and prepare them for the future.
• Is a leader in the management of the Customer Relationship Management (CRM) platform (Sprinklr Enterprise) to include the tracking, reporting, and resolution of issues. Works with stakeholder partners to optimize CRM performance and data collection.
• Performs regular updates to maintain accurate training documents in the Customer Relationship Management (CRM) platform, area-specific Standard Operating Procedures (SOPs), and other related Customer Service knowledge resources to support agents' success.
• Continuously evaluates how inquiries are categorized, working with the Customer Experience team to ensure alignment and accuracy of Voice of the Customer reporting.

We value diversity of ethnicity, race, socioeconomic status, sexual identity, gender, religion, language, ability, and experience and exemplify this through the makeup of our team at all levels. You'll be right at home here if you cultivate strong relationships and push yourself, your work, the people around you and Denver to the next level.

We are looking for individuals who have supervisory experience in a call center environment and have strong oral and written communication skills. An individual who is outcome oriented and strives to exceed customer expectations. An individual who has experience in supervising staff in a customer service or hospitality industry.

Our ideal candidate has some or all the following experience, skills, and characteristics:

• Three years of experience as a supervisor working in an airport, airline, retail, restaurant or hospitality industry.
• Three years of experience working in a call center is preferred.
• Act as a change agent by implementing process improvements.
• Ability to work under pressure and meet deadlines.
• Strong written and verbal communication skills, with the ability to explain processes, procedures, and information to customer relations staff.
• Current valid driver's license
• Bilingual German, Spanish Mandarin or French is a plus.
• Experience using a Customer Relationship Management (CRM) software is required.
• Experience using Sprinklr Enterprise is preferred.

Required Minimum Qualifications

• Education requirement: Graduation from high school or the possession of a GED, HiSET or TASC Certificate.
• Experience Requirement: Three (3) years of experience of the type and at the level of an Aviation Customer Service Agent.
• Education/Experience Equivalency: Additional appropriate education may be substituted for the minimum experience requirements.

Application Deadline

This position is expected to stay open until 6/22/2026. Please submit your application as soon as possible and no later than 6/21/2026 at 11:59 PM.