Customer Operations Manager
1 month ago
The Operations Coordinator is responsible for supporting the execution of day-of-flight operations. Decisions will be made with a focus on safety and on-time performance. The Operations Coordinator works with various internal and external stakeholders to ensure smooth operations.
Key Responsibilities- Monitor day-of-flight schedules and determine impact on operational teams.
- Liaise between OCC and operational teams to develop contingency and recovery plans.
- Coordinate operational support requirements between flight crews, flight dispatch, and airports.
- Prepare daily reports and operational status updates.
- Complete checklists and provide comprehensive briefings during shift changes.
- Monitor AIMS/SABRE, SROP, and incoming calls to provide timely communication and ground support.
- Monitor flight delays, cancellations, weather advisories, and other operational constraints.
- Manage aircraft stand assignments with external stakeholders and operational teams.
- Monitor and report on delays.
- Liaise with Flight Crews, Flight Dispatch, Airports, and Emergency Responders to ensure emergency medical assistance is provided.
- Ensure operational teams are aware of special handling requirements.
- High school diploma or equivalent related work experience.
- 1 year of previous related experience combined with 1 year of supervisory experience.
- 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 of 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, including weekends, holidays, and shift work.
- Must obtain TSC radio license.
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