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Coastal Stations Supervisor

2 months ago

Happy ValleyGoose Bay, Newfoundland and Labrador, Canada PAL Airlines Full time
About the Role

Air Borealis, a leading airline in the region, is seeking a highly skilled and experienced Coastal Stations Supervisor to join our team in Labrador. As a key member of our operations team, you will be responsible for overseeing the daily activities of our coastal stations, ensuring seamless customer service and efficient operations.

Key Responsibilities
  • Supervise and Direct a team of Customer Service Representatives in the North and South Coast Air Borealis Stations, providing guidance and support to ensure exceptional customer service.
  • Plan and Adjust work schedules and assign duties to meet customer demands and operational requirements, ensuring optimal resource allocation.
  • Establish and Maintain high standards of customer service and efficient functionality for each station, driving continuous improvement and excellence.
  • Identify and Overcome internal challenges and obstacles, leveraging creative and strategic thinking to drive business growth and success.
  • Ensure Sufficient Staffing levels for efficient and effective operations, managing workforce planning and scheduling.
  • Provide Coaching and Mentoring to staff members, conducting probationary and performance evaluations to ensure employee development and growth.
  • Monitor Departmental Performance, tracking key metrics such as OTP and customer service levels to ensure company standards are met and exceeded.
  • Ensure Compliance with Air Borealis Tariffs and regulatory requirements, maintaining a strong focus on compliance and risk management.
  • Interact with Passengers and counter agents at Gate 3, ensuring customer needs are met and exceeded.
  • Analyze Customer Data, identifying trends and insights to inform business decisions and drive customer satisfaction.
  • Assist with Air Borealis Reservations, monitoring waitlisted traffic and ensuring sufficient capacity for demand.
  • Verify Data Accuracy in the Reservation system, ensuring data integrity and quality.
  • Oversee Daily Sales Reports for Coastal Stations, including daily bank runs and financial management.
  • Ensure OHS Inspections are completed in a timely manner, maintaining a strong focus on safety and compliance.
  • Provide Tools and Resources to coastal agents, ensuring they have the necessary support to complete their jobs effectively.
  • Participate in Company Events throughout Labrador, fostering a strong sense of community and teamwork.
Requirements
  • Minimum of three (3) to five (5) years' experience as a Customer Service Representative or equivalent time in a Supervisory role.
  • Possess a high level of professionalism and dedication to customer service excellence.
  • Proficient in Microsoft Office Suite of Products.
  • Embrace personal accountability and responsibility.
  • Must possess strong organizational and decision-making skills.
  • Ability to manage multiple tasks while prioritizing and managing tight deadlines.
  • Excellent verbal and written communication skills.
About Air Borealis

Air Borealis is a leading airline in the region, committed to providing sustainable air transportation that respects the community, the environment, and the people of the North. We offer a comprehensive benefits package, including health benefits, pension plan, and employee stock purchase plan. We are an equal opportunities employer, committed to fostering an inclusive work environment that celebrates and encourages diversity, equity, and inclusion.