Commercial Ops Representative Supervisor

flyadeal Egypt

The role is responsible for supervising the Comm Ops disruption team to ensure that pax affected by flight or operational irregularities receive timely, accurate, and customer-focused solutions.

Key Responsibilities:

• Supervise day-to-day operations for pax flights, ensuring smooth workflows and issue resolution.
• Handle flight disruptions by ensuring prompt and accurate actions to minimize pax dissatisfaction.
• Represent commercial and customer interests during flight disruptions, ensuring that operational decisions minimize pax dissatisfaction while the Commercial Operations team communicates swiftly and clearly with pax as per SOPs.
• Maintain accuracy in flight management systems, including schedule changes, cancellations, queue management, issuing vouchers and pax manifests.
• Ensure the timely and accurate delivery of passenger notifications (SMS, Email, ITINER, etc.) during disruptions.
• Guarantee that INAD, FIM (to F3) and DNB pax are handled efficiently and as per the defined procedures, company policies and GACA regulations.
• Review and update all pax communication ensuring clarity, consistency, and compliance with company standards.
• Review and update all SOPs to ensure they are up to date, clearly understood by staff, and designed to help pax experience a smooth, disruption-free journey.
• Develop and enhance mitigation tools and the disruption management portal.
• Identify gaps or inefficiencies in disruption handling and recommend practical improvements.
• Review monthly reports related to voucher usage, FIM handling, and re-accommodation accuracy.
• Support in handling GACA cases and address concerns promptly.
• Provide regular updates and insights into management on team performance, flight disruptions and operational challenges.
• Monitor social media channels to identify and escalate issues early.