Baggage Services Supervisor

**Join us in making vacation dreams come true**
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Are you searching for a fun, passionate, travel loving team? -Sunwing has the EPIC work culture you have been searching for. We are currently looking for a
**Baggage Service Supervisor** to join us in making vacation dreams come true. The
**Baggage Service Supervisor** is responsible for overseeing Central Baggage Team and Baggage Claims Team. The role will report to the Baggage Service Manager and will be located in Toronto, ON.
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- soar to new heights - _
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**W**
**ork Perks***:

- Great travel perks
- _ Goodlife_ Corporate Discount
- Comprehensive benefits package
- RRSP Matching Program
- Growth opportunities
- Free Parking
- Open concept, collaborative workspace
- Fresh Café with delicious snacks and meals at a subsidized price
- Opportunity to give back through our social responsibility initiatives

**What You’ll Do**:

- Day-to-day supervision and oversight of Central Baggage Coordinators and Baggage Claims Service Coordinators
- On-going coaching of Baggage Claims agents on how to improve daily performance and behaviors in addition to informing how agents have contributed in a positive way
- Ensures the Baggage Services Manager is apprised of any workforce concerns and/or performance issues
- Work with the Baggage Services Manager to ensure the ongoing development of Employee
- Coordinate and facilitate regular team meetings as well as annualBaggage Claims meeting
- Develop a Quality Assurance program in order to ensure communications (written and verbal) with internal and external customers is consistently reflective of our service standards and expectations
- Conduct Monthly/ Quarterly One on Ones with all Baggage Coordinators
- Analyze the rebuttal process, identifying any trends; provide additional coaching and training for employees on reducing the number of rebuttals received
- Overseeing the Coordinators workflow making sure it is evenly distributed
- Work with the Baggage Services Manager to setting and developing and oversee a Key Performance Indicator (KPI)
- Solicit essential and constructive feedback re policy and process improvement from agents and share with Baggage Services Manager
- Work with the Baggage Services Manager, develop and maintain team engagement program
- Communicate with customers on sensitive/escalated files
- Work with the Baggage Service Manager, develop and maintain team engagement program
- Understand how to achieve solid customer resolution while protecting the business and our suppliers
- Determine training needs, ensure material and content remain current, oversee new hire orientation and training, and make recommendations to the Baggage Service Manager when changes/upgrades to training are necessary
- Continually monitor complaint, reports (both internal and external to the department), customer-facing information and other documents for opportunities to improve the customer experience
- in situations where our existing processes and/or policies may not support the customer in a manner we intend
- ensure these findings are shared with the appropriate decision makers
- Other duties as assigned

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**What You’ll Need**:

- Must have a natural and genuine passion for customer service
- Highly organized with attention to detail
- Self-motivated with effective time management skills, able to manage a varied workload
- Exceptional written and oral communication skills-excellent phone manners
- Strong computer skills including Word, Excel, and Outlook
- World Tracer System is an asset
- Ability to effectively handle difficult customer conversations
- Be a relationship builder
- Able to be persistent, tenacious and diplomatic in investigative approach
- Ability to Speak French and/or Spanish a definite asset
- 3-4 years in the Travel Industry experience

**ENVIRONMENT AND SCOPE**:

- Open concept with workstation
- Fast-paced, dynamic, highly productive department
- Continuous interaction with other departments, partners, and service providers
- Peak periods may involve additional hours

**About Us**:
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