Customer Experience Operations Supervisor

3 weeks ago

Iqaluit, Canada Canadian North Full time

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 $21.00 per hour as per the UNIFOR Collective Agreement or commensurate with experience. In addition to the Northern Living Allowance and an Operations premium.

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;
  • 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;
  • 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: October 24th, 2024.

Experience

Preferred

  • 1 year(s): Previous supervisory experience.
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