Specialist, Airport Operations Control

The Greater Toronto Airports Authority (GTAA) is a unique and dynamic place to work. Approximately 1,800 GTAA employees work non-stop with our partners and agencies to deliver a safe and welcoming airport experience at Canada’s leading global hub airport, Toronto Pearson. The impacts of the pandemic have been significant to our industry, yet we remain Pearson Strong and are realizing the opportunity to accelerate our Healthy Airport commitment. Join us on our accelerated journey in creating the airport of the future in a smart, healthy, and profitable way.

**What's in it for you**

We offer our GTAA members amazing benefits, including retirement planning, group health benefits, employee assistance programs (EAP), paid leave, education and training, as well as recognition and rewards programs.

**Position Summary**:
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.

**Key Accountabilities**:

- Dispatching resources as required and providing status updates based on established operating procedures
- Monitoring and interpreting multiple airport monitoring systems and reacting to information received based on established standard operating procedures
- Monitoring 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
- Training new personnel on the job on an individual basis, and reviews and processes adhoc requests from the airport community for action

**Qualifications**:

- Must 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 meet the security level designated for the position

**Knowledge, Skills and Abilities**:

- 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 an advanced Excel user), Perspective and related software is preferred
- Ability to work on a rotational shift schedule - covering 24 hours a day, 7 days a week, which will include a requirement to work overtime before or after a regular shift or being called in to work on regular days off

The GTAA is a federally regulated private sector. The Government of Canada has suspended mandatory vaccination requirement for federally regulated transportation sector workers. The GTAA continues to monitor government and health developments relating to COVID -19 and may re-introduce the Vaccination and proof of Vaccination requirements in the Policy at any time.