Porter Airlines Logo

Supervisor, Customer Relations

Company Description

Porter Airlines provides a warm and effortless approach to hospitality, restoring glamour and refinement to air travel. Porter is an Official 4 Star Airline® in the World Airline Star Rating®.

 

The airline currently offers flights to Toronto, Ottawa, Montreal, Quebec City, Fredericton, Saint John, Moncton, Halifax, St. John’s, Thunder Bay, Sault Ste. Marie, Sudbury, Timmins, Windsor, New York (Newark), Chicago (Midway), Boston and Washington (Dulles), and has seasonal flights to Mt. Tremblant, Que., Muskoka, Ont., Myrtle Beach, S.C., and Stephenville, N.L.

Visit www.flyporter.com or follow @porterairlines on Instagram, Facebook and Twitter. Details of growth plans to provide North America-wide service are available at flyporter.com.

Job Details

Reporting to the Manager, Customer Relations, the Supervisor, Customer Relations is responsible for managing a team of work-from-home Customer Relations Advocates.  Your top priorities will be to ensure that your team is delivering upon Porter’s “Flying Refined” standards at all times. You will be monitoring advocate/customer interactions for quality and communicating areas of improvement.


TARGETS:

You will manage your team against KPIs in the following areas: Productivity (cases completed), FCR (first contact resolution) and Customer Satisfaction (quality of responses).

As the Supervisor you will be required to perform such things as:

  • Conduct monthly performance reviews with each team member to review performance metrics.

  • Answer passenger cases personally when required.

  • Review and provide feedback to team members regarding the quality of their responses to passengers.


DUTIES AND RESPONSIBILITIES:

  • Demonstrate influential people-oriented leadership and support

  • Drive positive agent engagement in a remote virtual work environment

  • Directly supervise a team of remote Customer Relation Advocates, ensuring availability compliance to service level expectations, productivity and customer service and quality requirements (KPI’s)

  • Empower team members to deliver a first contact resolution priority objective

  • Provide and document performance feedback through regular one-on-one discussions, coaching sessions, performance reviews, goal setting and deficiency management

  • Prepare and deliver monthly performance scorecards to agents

  • Recognize and reward distinguished agent performance contributions

  • Conduct team member customer communication handling quality checks, routine monitoring and deliver feedback to drive customer satisfaction (CSAT) improvement

  • Review departmental performance statistics throughout the day and, as needed, make tactical decisions to affect immediate changes based on dynamically changing operating environments

  • Direct multi-skilled team members to take calls as requested by Management

  • Handle escalated customer issues and day of departure communication issues as needed

  • Remain fully current on all operational process and procedures including policy and tariff regulations

  • Act as a key contact in deployment of emergency response

  • Monitor chat/social media consistently throughout the day to ensure optimum service levels and responses are met

  • Ensure daily communication/collaboration between team and SOCC regarding any potential flight disruption issues for the day

  • Ensure daily team action to all schedule changes and daily interline reservation flight disruptions are responded to

  • Ensure all telephony and computer equipment is maintained and accounted for

  • Support departmental scheduling by reinforcing expectations surrounding agent shift bids, drops, trades, time-off and payroll updates

  • Assist with the recruitment of new staff that may include but not limited to reviewing resumes, conducting phone screens, scheduling and conducting interviews

  • Collaborate with the Training Specialist and participate if required, in team member training delivery

  • Determine procedural needs and make recommendations to improve efficiencies and streamline workflow

  • In collaboration with the Manager, Customer Relations, identify and resolve people management issues as they arise

  • Problem solve effectively utilizing a solutions oriented can-do approach

  • Champion change management

  • Maintain strict adherence to Porter’s Code of Business Conduct

  • 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

  • Any other duties as required by the Manager, Customer Relations

BEHAVIOURAL COMPETENCIES:


  • Professionalism:  Dealing with high touch executive inquiries and escalations

  • Maintain confidentiality at all times: In this role you will have access to sensitive information

  • Excel and PPT: Spreadsheets and Presentations are part of the role. You will need to be very proficient in both.

  • 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.

QUALIFICATIONS: 


  • Proficient in all Google Office products including GMail 

  • Proficient in Excel and other MS products

  • Positive customer-focused attitude, excellent organizational skills and attention to detail

  • Strong written and verbal communication skills and grammatical accuracy is a must

  • Ability to maintain concentration and work effectively within a fast-paced, open-concept environment

  • Superior relationship management practices with internal and external customers



LOCATION: 


  • Billy Bishop Toronto City Airport – YTZ if necessary

  • Work from Home up to 5 days per week

  • September 29, 2021
  • 73-46-45

Instructions

We are sorry, but this opportunity is no longer available.
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