Assistant CSA Manager

4 days ago

Winnipeg, Manitoba, Canada Calm Air Full time
Assistant CSA Manager Job Description

Seeking a highly motivated and organized individual to assist with overseeing the day-to-day operational performance of the Customer Service Department and ensuring consistent achievement of customer service standards.

About Calm Air International LP

Calm Air International LP is a regional airline serving the Northern part of Central Canada, operating frequent, daily scheduled passenger, charters, and cargo flights throughout Manitoba and the Kivalliq Region of Nunavut.

Key Responsibilities
  • Assist with and oversee daily operations and departmental needs of Customer Service Agents and Reservations staff
  • Approve and process expense claims
  • Assist with facilitation of annual employee performance reviews
  • Assist with maintenance, amendment, and distribution of the Customer Service Agent Manual (CSAM)
  • Facilitate audit of monthly checklists
  • Monitor and assist with training compliance
  • Assist with issuance, maintenance and audit of memos
  • Assist with hiring and recruitment
  • Maintain employee records
  • Assist with data entry, maintenance and approval of schedules and timecards in Payroll system
  • Oversee the distribution of uniforms and maintenance of applicable records
  • Assist with new hire and recurrent training
  • Assist with facilitating departmental and station specific meetings
  • Assist with progressive discipline
  • Be knowledgeable of Calm Air's computerized reservations system, flight schedule, fare products/rules and company policies and procedures
  • Provide operational and systems support
  • Regular travel and stations visits/relief assistance required
  • Other duties as assigned
Financial Responsibilities
  • Assist with annual department budget
  • Assist with monitoring and analyzing monthly expenditures
  • Monitor overtime bi-weekly and report on reasons for overtime
  • Adhere to all financial internal controls
  • Monitor department manpower to ensure within budget
  • Engage in ongoing cost reduction analysis
  • Assist to ensure invoicing is submitted for applicable ground services
Safety Responsibilities
  • Assist with safety report investigations and implementation of Corrective Preventative Actions
  • Promote occupational health and safety within the department
  • Proactively communicate hazards and SMS initiatives
Leadership Responsibilities
  • Change management leader - execute change while supporting employees
  • Lead and inspire employees by providing mentorship and overseeing professional development
  • Provide guidance, coaching and support to staff
  • Embark on employment equity initiatives
  • Oversee and promote continuous improvement on human rights and employment equity initiatives
Requirements
  • High school diploma or general education degree (GED)
  • 5 years previous experience in customer service preferably within aviation
  • Previous supervisory/management experience required
  • Experience working in a unionized environment an asset
  • Proficient with AmeliaRES
  • Proficient in MS Office
  • Ability to work well under pressure
  • Ability to effectively communicate orally and written
  • Ability to obtain and maintain all Enhanced Security Clearances
  • Frequent travel required
  • Inuktitut language is considered an asset
  • Preference is given to Inuit Land Claims Beneficiaries
Benefits
  • Registered Pension Plan starting at 5% matched after one year of employment
  • Comprehensive Group Benefit Plan available upon hire
  • Entitled to three weeks vacation after one year
  • Airline travel and freight privileges
  • Corporate and family events
  • And more

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