Operations Supervisor

5 months ago

Mississauga, Canada Gate Gourmet Full time

We’re looking for motivated, engaged people to help make everyone’s journeys better.
Position Summary:
Communicate with local Airline representatives, on a daily basis, regarding changes to catering operations. Employees must act courteously as the liaison between the customer and the company. Communicate effectively at all levels within the organization to ensure that our airline customer requirements are met within time frames. In this capacity, you must assist with the priorities assigned and as designated by Management. Must be the key liaison between the airlines and operations.

Essential Duties and Responsibilities:

- Aircraft Change communication and coordination within Ops Galley tracking on/off times for transport
- Increase/shortage coordination with runners and c/s Delay challenges Communicate adhoc requests such as Emergency trolleys Communicate airline IRROPs to ops for coordination purposes
- Must be available to work shifts (6 days on and 3 days off) - 6am to 3pm or 3pm to 11pm
- Mitigate through delays and report to the operation (i.e. aircraft changes, driver delays, delays with stock)
- Coordinating emergency response and communicating service status to both internal and external customers.
- Managing internal and external customer communications in conjunction with service recovery, adjustments and delays.
- Identify risks to schedule, unplanned work Conduct readiness reviews for Preflight phases with cross functional teams
- Provide status updates to the organization
- Provide a standard Production handover between shifts
- Provide assistance to operations team for upcoming Customer visits

Work Experience:

- Previous experience working in Customer Service Previous experience working in a “live operation”
- Previous experience working in very stressful situations
- Previous experience handling several competing demands
- Strong conflict resolution experience
- Previous experience managing phone calls and answering to the needs of the customer
- Previous knowledge of airport layout (maintenance, where gates are located)
- Previous experience managing runners and support customer service reps. Knowledge of aviation and or order control
- Excellent computer skills with high level knowledge of Microsoft Word, Excel and PowerPoint with the ability to quickly become proficient in the use of proprietary software.
- Ability to quickly assess and act upon situations in a fast-paced environment and to successfully manage under pressure and respond to critical changing priorities.
- Excellent analytical, verbal and written communications skills with the ability to multi-task.
- Experience with unionized staff an asset. Must successfully complete environmental, safety, and other training required by corporate policy or regulatory agencies
- You have sound airline/or Operations experience (asset). You demonstrate a professional attitude and superior communication skills (essential).
- You have excellent organizational, time management skills, foresight, accuracy, attention to detail and commitment to objectives and responsibilities.
- You are good leader, team player and problem solver, interested in leading a cross-functional team
- You have a pro-active attitude and ability to manage multiple priorities. You are self-motivated, autonomous and enthusiastic.

Job Skills:

- Ability to work independently with information systems as well interact with customers and operational personnel.
- Must have extensive knowledge of internal operational ERP. Excellent problem solving, prioritizing and organizational abilities.
- Excellent organizational skills and proven ability to manage multiple assignments and ensure that jobs are prioritized in an orderly fashion.
- Effective English language written and verbal communication skills Superior interpersonal and team building skills.
- Continuous improvement culture.

Communication Skills:
Must have excellent written and oral communication skills

Certificates, Licenses and Registrations:

- Radio License certificate (strong asset)
- High school diploma/College Diploma Advanced working knowledge of MS Office suites ACFids knowledge RAIC strongly preferred

Travel:
NA

Environmental Requirements:
This role is part of a 24 hrs a day 7 days a week operation which will require shift work. Rotating shifts are employed which will require agents to work morning, afternoon or evening shifts depending on rotation schedule. This will require individuals to work over weekends and potentially statutory holidays. On-time attendance is a key part of this role and will weigh heavily into performance assessment.

Organization Structure:

- Direct Line Manager (Title): Mgr, Ops, Unit or GM, Unit or Mgr, Ops, Prod Planning
- Dotted Line Manager (Title, if applicable):

- Number of Direct Reports: 0
- Number of Dotted Line Reports:_ 0_
- Estimated Total Size of Team:
Demonstrated Competencies to be Successful in the Position:

- Thinking - Information search and analysis

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