Supervisor, Customer Service - Toronto (YYZ)

Job Summary:

The CSR Supervisor, YYZ is a member of the Airport Operations leadership team and is responsible for Porter’s aircraft turn performance, passenger service experience, and team member experience at the YYZ Hub.

Works diligently to achieve a safe and accident-free operation. Regularly engages with team members to foster their commitment to Porter’s success. Constantly seeks ways to drive operational efficiency while supporting team members and passengers.

Works cross-functionally to ensure team members have the necessary tools, training, processes and resources to achieve the team’s targets and metrics.

Is responsible for building and sustaining a high-performance culture of teamwork, commitment to service and operational reliability throughout YYZ, with significant focus on actively developing the leadership capabilities of the group’s Leads and action-oriented teamwork among Team Members.

As a member of the Station’s leadership team, the Supervisor participates to provide 7-day-per-week, in-station leadership coverage, and is actively engaged in the station operation during peak passenger hours of the day and during irregular operations.

Duties & Responsibilities:

• Leads the combined Team to successfully execute turns.
• Leads and supervises YYZ passenger service functions. Works closely with all station team members to ensure consistent delivery of the passenger experience to defined service standards and to achieve aircraft turn performance to defined safety and operational standards. Works across the organization to remove barriers so team members are able to achieve these core above-the-wing functions.
• As a member of the Station leadership team, participate in 7-day-per-week, in-station leadership coverage (overseeing operations and passenger interactions at the check-in counter, and at departure gates), with hours focused on peak passenger times. The expectation is that the Supervisor is to spend 80% of their day engaged with the team and the operation.
• Actively engages with operations, passenger interactions and team member coaching at the check-in counter, in lounges, and at departure gates 80% of their day; higher during peak travel periods or if core operational, service, and safety metrics are not being regularly met.
• Collaborate with the administrative support team to handle the station’s administrative support needs.
• Works closely with Manager, Learning and Development and People & Culture to proactively manage all aspects of team member resources to maintain the trained headcount needed to support operational reliability and service targets while ensuring the most efficient scheduling of resources that achieves budgeted labour costs.
• Actively works to maintain healthy Team Member Engagement levels.
• Assists in the preparation of business cases for the necessary investments to reach and sustain operational performance.
• Collaborates with the Learning and Development department to support the training of YYZ team members.
• Develops and maintains a climate that attracts, retains, and motivates top talent; ensures proper succession planning and talent development for airline’s mission critical roles.
• As part of the regular course of daily operations, engages with Team Members, in the operation, to develop talent skills, including operational decision-making, critical thinking, adherence to standards, and problem solving.
• Actively participates in Porter’s Safety Management System (SMS) including reporting hazards and incidents encountered in daily operations; understands and promotes the Company’s Safety Policy.

Behavioural Competencies:

• Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.
• Teamwork: Working collaboratively with others to achieve organizational goals.
• Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers).
• Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.
• Results Focus: Focusing efforts on achieving high quality results consistent with the organization’s standards.
• Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.
• Exemplifying Integrity: Treating others fairly, honestly, and respectfully, furthering the integrity of the organization and its relationships of trust with team members and the broader community.
• Inspiring Others: Energizing and inspiring others to strive for excellence and commit to common goals and purposes, creating a sense of self-efficacy, resilience, and persistence in followers.
• People Leadership: Assuming a leadership role in helping others achieve excellent results.
• Leading Change: Recognizing the need for change, being open to new ideas and methods, and championing transformational change within the organization and beyond.

Qualifications:

• 3 years airline experience
• Superior oral and written communication skills
• Proven track record of supervising a team of employees
• Excellent interpersonal and coaching skills
• Dependability (must have a clear attendance record and reliable on-time reporting for work)
• Must be able to obtain a Transport Canada Security Clearance and a Restricted Area Identity Card (RAIC)
• Knowledge of Navitaire (GoNow) applications preferred
• Bilingual (English/French) is preferred
• College level education
• Flexibility and available to work varied hours

Company Description:

Headquartered in Toronto, Porter is an Official 4 Star Airline® in the World Airline Star Rating®. Visit www.flyporter.com or follow @porterairlines on Instagram, Facebook and Twitter.