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Supervisor, Central Baggage

2 months ago

Old Toronto, Canada Porter Airlines Inc. Full time

Job Summary

WHY CHOOSE PORTER AIRLINES?

The Customer Service Representative role will not only give you the opportunity to grow your customer service skills, but it will also give you the opportunity to grow alongside one of Canada’s top rated airlines as we enter an exciting phase of growth and expansion. Our island airport, located in the heart of Downtown Toronto, offers individuals not only a convenient work location, but the chance to work with a dynamic team, in a fast paced environment that promotes equality and growth.

BENEFITS OF WORKING AT PORTER?

Porter gives you the opportunity to participate in our great benefits programs, such as RRSP Matching, Health & Dental coverage, and of course unlimited access to amazing staff travel perks to Porter destinations after 3 months of employment.

HOW WILL WE HELP YOU GROW?

Here at Porter we want to see you grow and succeed. That’s why we offer numerous different networking programs that our team members are able to take advantage of, giving you the opportunity to not only expand your skills but also gain insight into the many different teams and departments that are behind our Skytrax 4 Star Rated airline.

WHO ARE WE LOOKING FOR?

We’re looking for outgoing, motivated and energetic individuals who are looking to start their career in the aviation field. Our fast-paced airport environment is the ideal place for those who like to keep moving, stay challenged and pride themselves in delivering exemplary customer service.

Duties & Responsibilities
  • Works closely with Manager, Baggage Operations to lead the Central Baggage team to becoming a top-in-class service department, enhancing current processes and developing new initiatives.
  • Works closely with Manager, Baggage Operations to support baggage-related operations across the Porter network.
  • Leads and supervises the Central Baggage team members to ensure consistent delivery of the passenger experience to defined service standards.
  • Participates in scheduling including schedule planning, managing absences, making adjustments for peak periods.
  • Actively engages in team member performance management, in accordance with Company policies and the Collective Bargaining Agreement.
  • Participates in recruitment and hiring.
  • Develops and delivers Central Baggage training to team members.
  • Manages team members case loads, including assigning or re-assigning work, and reviewing cases for quality assurance.
  • Reviews and approves passenger payouts, ensuring conformance to established standards.
  • Advises Central Baggage team members on complex cases.
  • Addresses internal and external escalations, written and by phone.
  • Develops new processes; improves existing processes.
  • Liaise with third parties, e.g. Scootaround, interline partners, others that will be added.
  • Approve pro-rate notices from interline partners, issue pro-rate notices to interline partners.
  • Serves as WorldTracer subject matter expert and performs Management and Coordinator tasks within WorldTracer.
  • Serves as BRS expert and coordinates equipment distribution, contract signing.
  • Supports team members with WorldTracer and BRS User Access Management functions.
  • Provides scheduled and ad hoc reports to Porter stations and ground handlers.
  • Collaborates with the administrative support team to handle Central Baggage’s administrative support needs.
  • Actively works to maintain healthy Team Member Engagement levels.
  • Actively works to maintain healthy and effective labour union relationships. Ensures company and workforce compliance with labour agreements.
  • Develops and maintains a climate that attracts, retains, and motivates top talent; ensures proper succession planning and talent development for the airline’s mission critical roles.
  • Actively participates in Porter’s Safety Management System (SMS) including reporting hazards and incidents encountered in daily operations; understands and promotes the Company’s Safety Policy.
Behavioural Competencies
  • Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.
  • Teamwork: Working collaboratively with others to achieve organizational goals.
  • Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers).
  • Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.
  • Results Focus: Focusing efforts on achieving high quality results consistent with the organization’s standards.
  • Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.
Qualifications
  • Ability to work on a permanent basis in Canada.
  • Minimum 5 years experience in the airline industry.
  • 2-5 years of leadership experience.
  • Knowledge of baggage services handling procedures an asset.
  • Experience with WorldTracer & Baggage Reconciliation System(s) an asset.
  • Must demonstrate strong interpersonal, communication and leadership skills with the ability to proactively follow-up where needed and provide constructive feedback.
  • Proven organizational and project management skills with the ability to manage multiple simultaneous projects under tight deadlines.
  • Need to be detail oriented.
  • Have a proven positive track record when handling difficult situations and customers.
  • Dependability (must have a clear attendance record and reliable on-time reporting for work).
  • Flexible availability, including the ability to be contacted.
  • Ability to work 40 hours per week (full-time).
  • Must be capable of lifting/pushing/pulling up to 50lbs.
  • Supports and adheres to all company policies.
  • Ability to obtain a Restricted Area Identity Card (RAIC) and successfully complete company screening process.
  • Ability to communicate and correspond clearly and precisely in English.
  • Ability to communicate and correspond clearly and precisely in French an asset.
Location

Toronto (Billy Bishop Toronto City Airport - YTZ) #LI-Onsite

Company Description

Since 2006, Porter Airlines has been elevating the experience of economy air travel for every passenger, providing genuine hospitality with style, care and charm. Porter’s fleet of Embraer E195-E2 and De Havilland Dash 8-400 aircraft serves a North American network from Eastern Canada. Headquartered in Toronto, Porter is an Official 4 Star Airline in the World Airline Star Rating. Visit www.flyporter.com or follow @porterairlines on Instagram, Facebook and Twitter.

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