New Posting - NewLeaf Travel

Control Centre Manager - NewLeaf Travel
Legacy Bowes Group - Winnipeg, MB

THE OPPORTUNITY Reporting to the Director of Airport Operations, the Control Centre Manager is responsible for managing and coordinating all customer flight planning related matters in relation to our client’s flying programme, ensuring that all components of the operations comply with NewLeaf Travel’s high expectations for customer satisfaction. This position will be relied upon to guarantee the delivery of effective solutions to a host of customer focused tasks. By its very nature customer service oriented work tends to be last minute, constantly changing, and an enjoyable challenge. NewLeaf Travel is looking for a manager that can relish this kind of opportunity in a very competitive and rewarding industry. This role will act as a liaison, provide information, and resolve any emerging problems that clients and passengers might face with accuracy and efficiency. Overall responsibility is to ensure the effective operation of NewLeaf Travel and that the highest level of customer satisfaction is achieved. RESPONSIBILITIES Provide accurate, valid, and complete information to clients and passengers Manage the investigation of complaints or deficiencies relating to the services provided to NewLeaf passengers Process return flight documentation for crew and clients Conduct staff performance reviews and appraisals, new staff orientation and training, and plan schedules for control centre department Analyze statistics or other data to determine the level of customer service NewLeaf is providing Improve customer service procedures, policies, and standards Contribute to and help implement operations procedures and policies Review operations notices on a regular basis and sign that they have been read until changes are included in the Operations Procedures Manual EDUCATION & EXPERIENCE Minimum of 3 years’ experience in a similar role Demonstrated management ability through a history of progressive leadership roles Knowledge and experience using customer service related systems Hospitality, customer service, and/or transportation experience in would be an asset SKILLS & ABILITIES Excellent oral and written communication skills Ability to work effectively in an open, dynamic, fast-paced, and collaborative setting Must possess a desire to learn and be involved in the whole organization High tolerance to ambiguity Strong initiative and problem-solving skills; ability to resolve issues skillfully, appropriately, and in a timely manner Strong sense of urgency while remaining calm under pressure Strong organizational and multitasking skills, ability to manage multiple projects simultaneously, and able to prioritize and plan work activities efficiently If you would like more information about this position or NewLeaf Travel, please visithttp://bit.ly/NewLeafTravel for an organization profile or contact Lisa Cefali , Partner - Strategic Development & Executive Search, Legacy Bowes Group at (204) 934-8833. If you believe you can make a strong contribution to NewLeaf Travel as Control Centre Manager please submit your resume in confidence to Lisa.Cefali @legacybowes.com quoting position # 155225.