Lead, Customer Service - Montreal (YUL)

Job Summary:

The Lead always sets the example and coaches Team Members to improve their performance.

The Lead conducts on the job training of the CSRs to build a high performing team.

Duties & Responsibilities:

• Correctly identify operational issues, view situations in their entirety and provide sound judgment in managing challenging situations
• Effectively plans and manages resources and team members while on shift to achieve safety, reliability and service goals
• Models Porter’s core service behaviours and coaches CSRs to do the same
• Promotes an operationally safe environment, ensuring that team members are following proper Porter safety procedures.
• Makes decisions in accordance with Porter’s priorities of safety, reliability, and service
• Responsible for ensuring safe and efficient handling of aircraft departure and arrivals
• Adheres to and models company policies and procedures, acting quickly to coach and correct procedural drift with fellow team members
• Supports Leadership in implementing change management initiatives at the Station
• Assists Station Leadership in building a highly trained and high performance team
• “First level” Station Leadership, actively supports team members
• Identifies and reports team member punctuality/attendance and training issues daily
• Takes an active role in training and retraining. Conducts on the job training and completes on the job checklists.
• Assesses the work performance and grooming standards of CSRs.
• Provides accurate, timely and constructive coaching and feedback. Alerts Station Leadership of feedback or ongoing concerns
• Guides and mentors team members
• Assists CSRs and delegates tasks to improve their efficiencies
• Act as a point of escalation for passenger handling issues
• Responsible for opening and closing the Station check- in, lounge and gate areas on a daily basis
• Creates and encourages team spirit and synergy
• Recognizes and reinforces the contribution of all team members
• Provides customer feedback to Station Leadership team
• Actively participates in Porter’s Safety Management System (SMS) including reporting hazards and incidents encountered in daily operations; understand, comply and promote the Company Safety Policy.
• Models behaviours consistent with Our:Values and Porter’s Respect and Dignity Policy. Ensure all Team Members follow this example.
• Other duties as assigned by Station Leadership.

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.

Qualifications:

• 1-3 years leadership experience, airport experience is an asset
• Knowledge and proficiency in airport resevation systems, Google office suite an asset
• Track record of establishing/maintaining positive and cooperative working relationships with others
• Demonstrated Leadership potential
• Bilingual (English/French)
• Dependability (must have a good attendance record and reliable on-time reporting for work)
• Ability to problem solve and make decisions to enhance organizational effectiveness
• Excellent time management and multi-tasking skills
• Attention to detail; the capacity to prioritize by assessing situations to determine urgency
• Must be flexible to work a variety of shift schedules

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.