Operations Coordinator, Customer Service

The Operations Coordinator is responsible for supporting the execution of the day-of-flight operations. Decisions will be made first and foremost with a focus on safety and an eye to on-time performance and planning for any irregular operations proactively. The Operations Coordinators work with OCC, Flight Ops, Cargo, Ramp, Airports, and other internal and external stakeholders.

Level: As per the UNIFOR Collective Agreement.

Pay Rate: Starting at $25.00 per hour as per the UNIFOR Collective Agreement or commensurate with experience. In addition to the Northern Living Allowance.

Reporting to: Manager, Customer Service.

Duties and Responsibilities

Interested candidates should be able to perform the following duties and responsibilities:

• Monitor day-of flight schedules and determine impact to operational teams on the ground;
• Liaise between OCC and operational teams to develop and communicate IROP contingency and recovery plans;
• Coordinate operational support requirements between flight crews, flight dispatch and airports;
• Prepare daily reports and operational status updates detailing operational highlights and concerns;
• Complete all checklists and provide comprehensive briefings during shift changes;
• Monitor AIMS/SABRE, SROP and incoming calls to provide timely and professional communication and ground support to operational teams and other stakeholders;
• Monitor all flight delays, cancellations, weather advisories, aircraft swaps, flight reroutes and other operational constraints and communicate these to affected stakeholders and flight crews;
• Manage aircraft stand assignments with external stakeholders and operational teams;
• Monitor and report on all delays;
• Liaise with Flight Crews, Flight Dispatch, Airports, and Emergency Responders to ensure emergency medical assistance is provided as required by travelers and/or flight crews;
• Ensure operational teams are aware of special handling requirements including passenger, baggage, and security, and;
• 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 i.e. travel tourism education, Customer Service/airline experience, etc.;
• 1 year of previous related experience combined with 1-year previous supervisory experience;
• Must possess a working knowledge of the Sabre Computer System;
• Possess a knowledge of passenger check-in and baggage handling;
• Solid knowledge of passenger service, ticket counter related procedures, and airport functions;
• Strong Leadership skills;
• Excellent Customer Service Skills & training;
• Fluently bilingual in English and French or English and Inuktitut considered an asset;
• Must be familiar with all aspects paperwork/documentation for all passenger service functions;
• Solid organizational skills, problem solving skills, decision making skills, and prioritizing skills;
• Strong interpersonal and communication skills for internal and external customers;
• Working knowledge of Windows, Excel and Word;
• Must possess strong communication, and interpersonal skills;
• Experience in handling passengers with mobility needs;
• Willing to assist in all areas of passenger services;
• Willing to work irregular hours of operation and shift work; and
• Must obtain TSC radio license

Please note: Relocation assistance is not available for this position.

Please note: This job entails irregular hours, including weekends, holidays, and shift work. Shift schedules will be bid in order of seniority. As a result, we cannot provide you with a schedule around your current job, school schedule, activities, etc. You are however able to shift trade with your colleagues- but you are responsible for the shifts that you are scheduled. Employees will be given a minimum of (7) calendar days to select their shifts and the work schedule will be finalized (14) days prior to the effective date.

Closing Date: January 25th, 2024.

Experience

• 1 year(s): previous supervisory experience
• 1 year(s): previous related experience