Customer Service Agent Supervisor - Rankin Inlet, Northwest Territories

Company/Organization: Calm Air International LP

Position: Management

Job Type: Permanent

Posted: 10/10/2023

Description:

What Youll Get to Do
Calm Air Customer Service Agent Supervisors lead their Customer Service Agent teams and build positive relationships with various other departments to ensure continuity of service for our passengers. They are responsible for ensuring our passenger experience is positive and meets the standards of service that we set out as a department and as an organization in addition to complying with applicable regulations.

• Provide and encourage exemplary customer service for Calm Air passengers to ensure the efficient operation of the applicable base
• Assign and organize CSA team members to ensure adequate staffing requirements for the applicable base on a day to day basis
• Mentor and instruct new hires with respect to on-site orientation and job shadowing
• Facilitate the recruitment process of new CSA team members for the applicable base
• Adhere to staff schedule requirements and timelines as per applicable agreements (CBAs)
• Support scheduling of all training needs (training sessions off base and/or online learning management)
• Perform annual performance reviews of agents under their supervision as required
• Complete administrative tasks adhering to deadlines set by management
• Ensure timecard approvals are completed daily
• Must adhere to all Calm Air policies and procedures
• Responsible for monitoring and responding to electronic communications
• Develop monthly schedule in a timely manner
• Responsible for conducting monthly staff meetings
• Direct and organize the re-accommodation of and communication with passengers during irregular operations in a calm and professional manner, adhering to all CTA regulations (Canadian Transportation Agency)
• Remain up to date on all Calm Air products, services, systems, policies, and procedures and assist CSA team members with the understanding and implementation of such
• Ensure duties and responsibilities are carried out in a manner that is consistent with our internal Occupational Health and Safety guidelines, Transport Canada, and CTA regulations
• Other duties as required

MANAGERS, SUPERVISORS AND LEADS ndash; have been delegated the authority and are responsible to the Department Head to actively identify hazards and deficiencies and report through the SMS (Safety Management System) Program reporting system. Communicate with all personnel within their respective department and other departments as required to maintain effective day to day activities. Ensure regulatory and company standards are maintained. Assist in the development and maintenance of company processes and procedures. (Quality Assurance activities)

Hours of Work

• Work schedules will be reflective of Calm Airs operational flight schedule and may be adjusted based on operational requirements
• Shift work is required and may include mornings/afternoons, evenings and weekends

Skills Experience We Value

• High school diploma or general education degree (GED) an asset
• Knowledge of Amelia Reservation system an asset
• Basic Computer skills (word, excel, office)
• Knowledge of an airlinersquo;s operations an asset
• Excellent leadership, interpersonal and communication skills
• Must have exceptional customer service skills
• Must be able to work independently or in a team setting
• Ability to work efficiently and accurately under pressure
• Must have own transportation to and from work
• Must be able to obtain and maintain an Enhanced Security Clearance qualification
• Must be able to complete annual recurrent ground school training
• Preference given to Inuit Land Claims Beneficiaries
• Inuktitut or French language considered an asset

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