New Posting - Sunwing Travel Group

Baggage Service ManagerSunwing Travel Group 

The Baggage Services Manager will lead the Central Baggage department with a focus on service recovery, customer retention, feedback management and customer service improvement. The role will report to the Airport Services Director and will be located in Toronto, ON. RESPONSIBILITIES: Foster a positive and creative working environment for Central Baggage Resolution and Customer Relations employees; Managing all aspects of operational management supporting Central Baggage Resolution; Enforcement of all company and departmental policies/procedures/standards; Management of Central Baggage team, including coaching, mentor, and train and developing staff as required; Resolve customer complaints or answer customers' questions regarding policies and procedures; Ensure the level of customer service provided meets or exceeds corporate standards; Reconcile invoices relating to Baggage delivery activities; Development and delivery of appropriate training programmes Prepare, maintain and update records, statistics and performance reports; Projects as assigned; Perform annual performance reviews. QUALIFICATIONS: Post-secondary education, or equivalent experience/training; At least 5 years of Airport/Airline/Aviation related experience; Excellent customer service skills; Ability to motivate and develop employees, including giving critical feedback, when necessary; Ability to appropriately prioritize tasks and handle multiple projects simultaneously; Excellent verbal and written communication skills, including the ability to effectively interact with employees at all levels within the organization; Ability to monitor performance levels (e.g., productivity levels, staffing levels, budget issues) and take appropriate action; Fundamental knowledge of Airline Mishandled Baggage standards and best practices an asset; Familiarity with World Tracer an asset; Possess the ability to obtain the necessary Security Clearance; Willing to travel for the purpose of supporting departmental activities. ENVIRONMENT AND SCOPE: Fast paced, deadline oriented work environment. Able to work and share responsibilities within a team environment. Works closely with Operations and vendors and must adapt to different communication styles. Open-concept office with work stations. Fast paced, dynamic, highly productive department. Continuous interaction with other departments, partners and service providers. Capable to work in fast-paced and rapidly changing environment. If you are interested in applying for this position please submit your application by April 30, 2018. We thank all that apply however only those who meet the qualifications will be contacted. At Sunwing our employees are the difference. We therefore encourage applications from Aboriginal peoples, women, members of a visible minority and persons with a disability. Sunwing may provide reasonable accommodations, accessible formats and communication supports upon request to persons with disabilities who take part in all aspects of the recruitment and selection process. For further information, or to apply, please click here