Lead, Customer Service Representative, Full-Time - Ottawa (YOW)

FUNCTION: Reporting to the Supervisor group you are responsible for leading and coaching  the Customer Service Representatives (CSRs) in the execution of the operation. You plan where resources are deployed and help build a highly trained team which consistently achieves Porter’s Safety, Reliability and Service objectives. The Lead is the first level of leadership among the Airport Operations Team and is immersed in the operation. They work diligently and in conjunction with other departments to achieve a safe and reliable operation while delivering excellent service to our passengers. The Lead always sets the example and coaches Team Members to improve their performance.

The Lead conducts on the job training of the CSRs to build a high performing team. 

DUTIES AND RESPONSIBILITIES:

• Correctly identify operational issues, view situations in their entirety and provide sound judgment in managing challenging situations

• Effectively plans and manages resources and team members while on shift to achieve safety, reliability and service goals

• Models Porter’s core service behaviours and coaches CSRs to do the same

• Promotes an operationally safe environment, ensuring that team members are following proper Porter safety procedures.

• Makes decisions in accordance with Porter’s priorities of safety, reliability, and service 

• Responsible for ensuring safe and efficient handling of aircraft departure and arrivals

• Adheres to and models company policies and procedures, acting quickly to coach and correct procedural drift with fellow team members

• Supports Leadership in implementing change management initiatives at the Station

• Assists Station Leadership in building a highly trained and high performance team

• “First level” Station Leadership, actively supports team members

• Identifies and reports team member punctuality/attendance and training issues daily

• Takes an active role in training and retraining. Conducts on the job training and completes on the job checklists. 

• Assesses the work performance and grooming standards of CSRs.

• Provides accurate, timely and constructive coaching and feedback. Alerts Station Leadership of feedback or ongoing concerns

• Guides and mentors team members

• Assists CSRs and delegates tasks to improve their efficiencies

• Act as a point of escalation for passenger handling issues

• Responsible for opening and closing the Station check- in, lounge and gate areas on a daily basis

• Creates and encourages team spirit and synergy

• Recognizes and reinforces the contribution of all team members

• Provides customer feedback to Station Leadership team

• Actively participates in Porter’s Safety Management System (SMS) including reporting hazards and incidents encountered in daily operations; understand, comply and promote the Company Safety Policy.

• Models behaviours consistent with Our:Values and Porter’s Respect and Dignity Policy.  Ensure all Team Members follow this example.

• Other duties as assigned by Station Leadership.

BEHAVIOURAL COMPETENCIES:

• Concern for Safety - Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.

• Leadership - Sets an example for others to follow. Makes tough decisions, keeps a variety of perspectives in mind. Communicates openly and transparently with their team. 

• Teamwork - Working collaboratively with others to achieve organizational goals.

• Customer Service - Providing service excellence to internal and/or external customers (passengers).

• Initiative - Dealing with situations and issues proactively and persistently, seizing opportunities that arise.

• Results Focused - Focusing efforts on achieving high-quality results consistent with the organization’s standards.

• Fostering Communication - Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.

QUALIFICATIONS:

• Knowledge and proficiency in Navitaire/Go Now, Google office suite

• Track record of establishing/maintaining positive and cooperative working relationships with others

• Demonstrated Leadership potential

• Dependability (must have a good attendance record and reliable on-time reporting for work)

• Ability to problem solve and make decisions to enhance organizational effectiveness

• Excellent time management and multi-tasking skills

• Attention to detail; the capacity to prioritize by assessing situations to determine urgency

• Must be flexible to work a variety of shift schedules

• Mandatory COVID-19 vaccination

LOCATION: Ottawa (Ottawa Macdonald-Cartier International Airport - YOW)  #LI-DNI