Specialist, Airport Operations Control

3 months ago

Toronto, Canada Greater Toronto Airports Authority Full time

The Greater Toronto Airports Authority (GTAA) is a unique and dynamic place to work, with a bold plan to make Toronto Pearson, Canada’s leading global hub airport, a global leader in airport performance, customer care and sustainability. Together with our partners, approximately 1,900 GTAA employees are working to create a next-generation airport by innovating in all we do and striving for the most uplifting, safe and efficient experience for our passengers - all while championing the prosperity of our people, the community we call home, and our aviation partners. Join us on our journey together, as we put the joy back into travel and make Toronto Pearson the chosen place to fly and work.

**What's in it for you**

As a GTAA employee, you’ll have access to amazing benefits, including retirement planning, comprehensive group health benefits, employee assistance programs (EAP), paid leave, education and training, as well as recognition and rewards programs.

**What you can expect from this position**:
Reporting to the Manager, Airport Operations Control, the incumbent will be responsible for: answering and responding to telephone calls and radio channels where call types may vary between emergency response and demand maintenance requests. Testing will be administered as part of the process.

**As a Specialist, Airport Operations Control, you will**:

- Dispatch resources as required and providing status updates based on established operating procedures
- Monitor and interpret multiple airport monitoring systems and reacting to information received based on established standard operating procedures
- Monitor the event and recording event status and performing follow up actions to determine the status of incomplete events and reporting findings and escalating as required for appropriate follow up action
- Train new personnel on the job on an individual basis, and reviews and processes adhoc requests from the airport community for action

**This is the role for you, if you have**:

- A post-secondary school education or an acceptable combination of education and/or experience
- A minimum of four (4) years within an airport or aviation operational environment, where emergency dispatch and/or call center experience is preferred
- Experience in a maintenance management environment is also an asset
- Demonstrated experience in customer service, interacting with stakeholders and multi-tasking. In addition, he/she must possess strong computer and computer keyboarding skills
- Must be able to obtain Transport Canada Security Clearance

**Knowledge and skills you bring, that set you up for success**:

- Knowledge of airport operations, including the airport grounds, familiarity with airside, terminal and groundside layouts, as well as the roles and responsibilities of GTAA resources, tenants and other agencies operating at Toronto Pearson
- Have the ability to multi-task, troubleshoot and resolve issues, be proactive in mitigating potential operational issues, work in a stressful environment, must be able to adapt quickly in a fast-paced environment, be adaptable to change, respond to conflicting demands and changing priorities in a diplomatic manner
- Strong problem-solving skills, sound judgment in a customer centric environment, strong ability to concentrate in a hectic environment and to handle multiple priorities with excellent attention to detail is essential
- Strong communication skills (oral, written, and listening) and possess a customer-service background with demonstrated decision making skills in a challenging and dynamic environment
- Proficiency with MS Office (Power Point, Word, Access, and Excel), Experience working with a CAD (computer aided dispatch) or related software is preferred
- Ability to work on a rotational shift schedule - 5 days on, 3 days off covering 24 hours a day, 7 days a week, including stats. which will include an option to work overtime before or after a regular shift or being called in to work on regular days off

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