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Customer Service Agent Manager
3 months ago
Position Title: Customer Service Agent Manager
Location: Winnipeg, MB
Status: Full Time
Start Date: October 1, 2024
Who We Are
Calm Air International is a regional airline serving the Northern part of Central Canada. From its main bases in Winnipeg, Thompson and Churchill, Manitoba, and Rankin Inlet, Nunavut, Calm Air operates frequent, daily scheduled passenger, charters, and cargo flights throughout Manitoba and the Kivalliq Region of Nunavut.
At Calm Air International LP, we value our customers, passengers, and the communities we serve. We are only as good as the employees who work with us. We are looking for highly motivated, well-organized individuals, who work well in a fast-paced environment, to join our team Want to learn more? Visit
About the Opportunity
Are you seeking an exciting opportunity to work with a group of high performing professionals? Do you like to work independently as well as part of a skilled team? If so, we would like to hear from you We are looking for a highly motivated, well-organized individual, who thrives in a fast-paced environment, to join the Calm Air family.
At Calm Air, work is about what you do AND where you go This position will have the opportunity to share their skills at all our bases throughout Manitoba and Nunavut and gain experience at a wide range of facilities.
The sky is the limit
What You'll Get to Do
Reporting to the Director of Customer Service, this position is responsible for overseeing the day-to-day operational performance of the Customer Service Department to ensure consistent achievement of customer service standards. The CSA Manager will provide leadership and operational direction to ensure we are providing a safe and high-quality customer experience.
CSA Operations:
- Oversee daily operations of Customer Service staff in all locations
- Conduct regular base visits on an annual schedule
- Travel to various bases for training and relief purposes as required
- Conduct weekly departmental meetings (in-person and virtually) to maintain regular communication between teams
- Conduct weekly or biweekly station meetings (in-person or virtually) maintaining regular communication with each location
- Coordinate with applicable station Manager/Supervisor/or delegate to ensure all required new hire and recruitment documentation is completed as required
- Responsible for facilitation of annual employee performance reviews, ensuring all reviews for the department are completed on time per Company policy
- Responsible to ensure station scheduling of staff is completed to meet operational needs and in compliance with applicable collective bargaining agreements (CBAs)
- Responsible for reviewing station schedules regularly with applicable Manager/Supervisor or delegate to ensure adjustments are made to meet operational requirements
- Responsible for approving/processing Supervisor timecards and ensuring all payroll deadlines are met for the Customer Service department
- Facilitate and enforce applicable Progressive Discipline policies with employees in compliance with relevant CBAs
- Support Customer Service bases with hiring and recruitment needs (i.e., internal/external postings, pre-screening applicants, interviews, reference checks, etc.)
- Responsible for ensuring initial and recurrent training is conducted for all Customer Service/Reservation Agents in liaison with CSA Training resource, and ensure training records are accurate and in compliance with company policy and TC regulations
- Oversee the development and maintenance of Company policies, procedures, and the revision of the training curriculum
- Be knowledgeable of Calm Air's computerized reservations system, flight schedule, fare products and rules, and the policies and procedures as found in the CSA Manual
- Produce procedural memos and help create/update policies, procedure, and training manuals (i.e., Training materials, CSA Manual, etc.)
- Responsible for AMELIA support as required, answer questions regarding Amelia Check-in, Reservations, Baggage and assist agents with rebooking passengers during IRROPS where required
- Other duties as assigned
Financial:
- Assist with annual departmental budget
- Assist with monitoring and analyzing monthly expenditures to ensure within budget and on target
- Monitor overtime report and provide commentary to the Director of Customer Service on reasons for applicable overtime offering corrective actions for reduction of such costs
- Adhere to all financial internal controls
- Monitor departmental manpower to ensure within budget and seek approval prior to submitting requisitions for replacement/increase in resources
- Engage in ongoing cost reduction analysis and initiatives
- Assist to ensure invoicing is submitted to ESS for applicable ground services provided to external parties in each airport location
Safety:
- Once assigned a report through the SMS Database: must ensure all steps are followed as outlined in the SMS Procedures Manual in respect to the review, investigation, hazard analysis, root cause analysis, corrective action plan and monitoring of each individual report.
- Actively support the safety management system by following SMS processes and encouraging a safety reporting culture in your department
- Promote occupational health and safety within your department and participate in the development and monitoring of safety training
- Proactively communicate hazards and SMS initiatives with your department
MANAGERS, SUPERVISORS AND LEADS - have been delegated the authority and are responsible to the Department Head to actively identify hazards and deficiencies and report through the SMS (Safety Management System) Program reporting system. Communicate with all personnel within their respective department and other departments as required to maintain effective day to day activities. Ensure regulatory and company standards are maintained. Assist in the development and maintenance of company processes and procedures. (Quality Assurance activities)
Leadership:
- Change management leader - execute change while supporting employees through communication, listening and actioning
- Lead and inspire employees by providing mentorship and overseeing the professional development of team members
- Provide guidance, coaching and support to staff
- Embark on employment equity initiatives - engaging with all employees to promote employment equity and encouraging employees to undertake the self-declaration survey updating as necessary
- All levels of the organization share responsibility for human rights within the organization, overseeing and promoting continuous improvement on human rights and employment equity initiatives
Skills & Experience We Value
- High school diploma or general education degree (GED) required
- 5 years previous experience in customer service within aviation required
- 2 years previous experience in a leadership role required (Supervisory/Management)
- Experience working in a unionized environment required
- Knowledge of AmeliaRES required
- 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 is required
- Inuktitut language is considered an asset
- Preference is given to Inuit Land Claims Beneficiaries
The Benefits of Joining Our Team
Along with being one of Manitoba's Top Employers, we are proud to provide a cooperative and enriching work environment. In addition to a strong compensation package, Calm Air provides exceptional benefits which include:
- Registered Pension Plan starting at 5% matched after one year of employment
- Comprehensive Group Benefit Plan available upon hire with the exception of dental coverage which has a three month wait period
- Entitled to three weeks vacation after one year
- Airline travel and freight privileges
- Corporate and family events
- And more
If This Sounds Like the Job for You, Contact Us
At Calm Air, we value diversity and provide equal opportunities and accessibility for all qualified candidates. We encourage all members of a designated group or those requiring accessibility support to self-declare when applying. Applicants may request a reasonable accommodation related to the materials or activities used throughout the application process by emailing .
Please submit a resume in confidence by July 26, 2024.
We thank all those who apply, but only those selected for an interview will be contacted.
Other details- Pay Type Salary
