Duty Supervisor, Customer Service

Reporting to: Manager, Customer Service

• Non-bargaining

DUTIES AND RESPONSIBILITIES:

Must be able to perform, but not be limited to, the following duties and responsibilities:

• Provides oversight to all flight operations and ensures airport operations are performed in accordance with regulatory, Company and customer requirements;
• Responsible to ensure all airport employees are compliant for training (e.g. safety, regulatory, departmental, security, etc);
• Coordination of and participation in the delivery of initial and recurrent training of employees;
• Provides support functions including, but not limited to: scheduling/roster planning, overtime requirements, attendance management, timesheet/payroll review, uniform ordering/distribution, interviewing etc;
• Participate in investigations and assessments related to safety occurrences;
• Submit and review reports in regards to safety events;
• Coordinates with other departments to ensure customer satisfaction and on time performance;
• Conduct and/or coordinates new employee orientation and onboarding;
• Coordinate customer invoicing for adhoc/third party services/equipment;
• Responsible for compliance with Station Controls and Internal Audit Standards;
• Scheduling, approval of payroll and time off requests;
• Emergency Response Station Team Lead alternate;
• Airline Operators Committee (AOC) alternate;
• On-call after hours support as required;
• Provide relief coverage / support in the same capacity as listed above for other stations (up to 20% of time)
• Other duties as assigned.

SKILLS AND QUALIFICATIONS:

Include, but not limited to, the following minimum skills and qualifications:

• High School diploma or equivalent related work experience;
• Two (2) years of previous experience;
• Fully proficient computer skills (MSOffice) and superior operating knowledge of Skyline, Sabre (preferred);
• Demonstrated operational experience, including airport operations, load control, SMS (AQD), etc;
• Commitment to excellent internal and external Customer Service;
• Strong organization skills and ability to manage multiple priorities and deadlines;
• Excellent interpersonal and communication skills (written and spoken);
• Excellent leadership skills with the ability to coach, mentor and motivate;
• Willingness and ability to travel
• Experience supervising in a unionized environment (preferred);
• Valid driver's license is required;
• Ability to obtain and retain an Airport Restricted Area Identity Card in accordance with the Airport Restricted Area Access Clearance Program regulated by Transport Canada.

Closing date: February 23rd 2024