New Posting - Jazz Aviation

Senior Lead Customer Service Agent
Jazz Aviation LP - Fort McMurray, AB

Senior Lead Customer Service Agent  Primary Location : CA-AB-Fort McMurray Schedule : Full-time Job Type : Permanent Shift : Shift Work Number of Openings : 1 Purpose of Position:  To provide leadership to local Customer Service employees in order to ensure the highest level of safety and customer service. This position provides administrative and technical support to the Area Manager, Customer Service. Key Responsibilities:  Provide leadership, direction and coaching to local customer service employees; Accept responsibility, for all station operations, including OTP for Jazz, Mainline and contracted flights; Manage, monitor and report on operational issues such as kiosk usage, passenger check-in traffic flow, boarding processes, operations processes and documents; Maintain a high personal standard of performance with respect to all local and Company policies and procedures; Present a positive and professional role model to other employees; Accept responsibility for maintaining Company premises and accountability for all station assets (equipment, supplies, etc.); Complete and maintain station payroll, corporate manuals and other information resources and reports; Create and execute local staff schedules, including vacation bidding, in liaison with management and in accordance with the collective agreement; Administer annual vacation bids and monthly shift schedule process; Exemplify and encourage a high standard of employee performance, accountability and compliance both technical and operational, within their area of responsibility; Monitor, evaluate and report on staff levels and manpower plans; Organize and administer training requirements; Manage, monitor, report and administer reporting of banked time, shift trades, ad hoc shift coverage, family care days, LOA days, employee time sheets; Monitor and report on staff performance and other related issues; Monitor and direct the performance of the firms or agencies contracted to provide a service to the Company; Liaise with all other administrative and operational departments within the Company; Liaise with Air Canada Management on a local and regional level; Liaise with officials of other airlines, Government, or other agencies; Handle local Customer Service problems and issues as required; Operate as a working member of group being led, as required; Possess an awareness of station budget status and support the manager to achieve base goals; Responsible for maintaining a safe and healthy workplace and ensure staff knowledge in Health and Safety matters; Perform duties in accordance with established policies and procedures while giving primary consideration to personal safety, the safety of co-workers and customers. Other related duties as assigned. Qualifications:  High school diploma or equivalent; Customer Service Agent (past or present) required; Past supervisory experience is an asset; Proven strong interpersonal skills and flexibility; Proven ability to deal with customers, both internal and external, in a professional manner; Proven strong communication skills, both oral and written; Knowledge of applicable computer systems/programs (RES III, Word, Excel, Outlook); Knowledge of the Collective Agreement and its application is an asset; Ability to obtain all airport licenses and passes as required; Previous training experience. *Note : Bilingualism (English and French) is required for stations in the provinces of Quebec and New Brunswick. For further information, or to apply, please click here