Supervisor, Customer Service

FUNCTION:  This position will report to the Manager, Customer Service YTZ. The Operations Supervisor – Customer Service will be responsible for overseeing and assisting with the day to day operational functions of all customer service staff. 

DUTIES AND RESPONSIBILITIES:

• Ensure all resources are available (people & equipment) for an on-time departure
• Coordinate all activities in accordance with the turn / head start process
• Communicate (alerts) all service failures
• Monitor and resolve gate conflicts
• Actively participate in Porter’s Safety Management System (SMS) including reporting hazards and incidents encountered in daily operations; understand, comply and promote the Company Safety Policy
• Encourage a proactive safety culture
• Understand, demonstrate and role model Porters values, while ensuring a commitment to safety and promoting a world class employee environment
• Responsible for on-time performance and ensuring an excellent level of customer service that exceeds customers’ expectations
• Directly liaise with the Duty Officer and other department leaders to support and advise on operational decision making
• Tracking and reconciling of monthly cash collection and ensuring deposits are made as required
• Investigate and resolve customer inquiries and complaints 
• Motivate and create team spirit and synergy by coaching and reinforcing contribution of team members
• Provides accurate, timely and constructive feedback and applies disciplinary action as required
• Supervise the work performance and grooming standards of customer service staff
• Communicate with union representatives as required
• Provides feedback on performance issues to the Manager, Customer Service - YTZ
• Support and positively reinforces company policies and procedures.
• Actively monitor customer service team to ensure Porter’s policies and procedures are adhered to, and provide coaching and correction as required
• Support and actively ensure team member understanding of new procedures
• Attend weekly airport meetings and support the station in the absence of the Station Manager
• Conducts regular staff meetings
• Assists in developing employee engagement initiatives.
• Special projects as assigned, including the development of proposals, business cases, etc.
•  Assist during IROPs and other operational difficulties as required
• Other duties as assigned

• Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.
• Teamwork: Working collaboratively with others to achieve organizational goals.
• Passenger/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 Focus: 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. 

• Solid airline supervisor background with a minimum of 5 years of experience
• Knowledge of Navitaire system and Microsoft Office applicants preferred
• Superior oral and written communication skills
• Dependability (must have a clear attendance record and reliable on time reporting for work)
• Excellent interpersonal skills
• Must be able to obtain an unrestricted airport security pass
• Bilingual (English/French) is preferred
• College level education
• Proven track record of supervising a team of employees
•  Flexibility and available to work varied hours