Wheelchair Supervisor

Reporting to the Duty Manager, the Wheelchair Supervisor will be responsible for monitoring and coordinating various activities and processes to achieve excellence in the areas of safety, operational and customer service standards for the Airport Customer Assistance Program. Job Responsibilities: - To lead the ACAP Agents with all pre-advised wheelchair services and all ad hoc special service requests for our airline customers. - To be the frontline leader who is expected to be on the floor and in close interactions with both the team members and airline customers daily. - Complete all daily by end of shift. - Ensuring SLAs are met through managing the "scanning" of pick-up and drop-off times of the guests. - Ensuring all ACAP Agents provide a high level of customer service to both our airline customers and our wheelchair required passengers. - To be able to think "quick on their feet" and make quick decisions under time-constraint scenarios. - To empower, coach, mentor, and discipline ACAP Agents with the support of Human Resources and the Management team. - Must be able to work under high pressure situations. - Experience dealing with people with disabilities is an asset Qualifications: - Strong Airline and Airport knowledge - Excellent problem solving skills - Ability to work under pressure, handle stressful situations and maintain flexibility - Able to influence, convince and create mutually acceptable solutions in the context of conflicts - Possess an energetic and tenacious achievement orientation - Ability to respond quickly and seize opportunities - Exhibit leadership qualities which elicit trust with employees, customers and airport community - Demonstrate sound judgment - Strong knowledge in customer service, airline service standards and all Federal directives - Audit and inspect adherence to all SOPs, customer billing and charge backs - Manage and create work schedules for employees that align with budgetary goals - Must have flexible availability and willingness to work various shifts including days, evenings, nights, weekends and holidays. - Be able to speak, read, and write English. Bi-lingual is an asset. - Must be able to meet and maintain the security level required for this position. - Able to work under stressful situations and tight time constraints. - Must be physically able to assist with wheelchair pushing and pulling and any luggage or passenger lifting that may be required. - Past Supervisor/Management experience an asset. Including but not limited to: - Assist passengers with special needs/disabilities throughout the airport facility. - Assist with wheelchair service, boarding aircraft, deplaning aircraft on both inbound and outbound flights. - Assist those passengers that require carry on/carry off/stretcher(lift) services when required. - Provide flight information, gate and directional information to passengers. - Transport and assist passengers through terminal, to lounges, to shops, to customs and all areas of airport facility including assistance from curbside to parking garages. - Must be able to operate to radios/scanner technology. - Must maintain exceptional customer service throughout process to keep seamless, stress free and pleasant journey for Customers with Disabilities. - Must maintain uniform/dress code at all times. - Other duties as required. **#PF_URGENT** Pay: From $17.00 per hour Schedule: - 8 hour shift - Day shift - Monday to Friday - Night shift - Overtime - Weekend availability Ability to commute/relocate: - Mississauga, ON: reliably commute or plan to relocate before starting work (required) **Education**: - Secondary School (preferred) **Experience**: - manual labour: 1 year (preferred) - aviation: 1 year (preferred)