New Posting - A.S.P.

Customer Service Supervisor (Pearson Airport)

A.S.P. Security

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Mississauga, ON

A.S.P. Incorporated is powered by our people. A robust team unlike any other within the security industry, we innovate, we challenge and we exceed client expectations.

A.S.P. Incorporated is a Security Service Provider for clients across Canada. We have a team unlike any other within the security industry and are currently seeking an Aviation Customer Service Supervisor to join our team. We embrace change, challenge and continuously implement new strategies to strive for an environment which creates a culture of constant improvement.

Our integrity as a service provider helps ensure we honour all our commitments to our clients which have given us the honour to provide service to them. A.S.P. Incorporated has the experience, dedication, organization, intellectual capital and fiscal strength to offer a complete turnkey service. We continue to raise the bar, because at A.S.P., "Security Matters".

POSITION SUMMARY:

Reporting to the on-duty Shift Manager, Customer Service Supervisors are responsible for the "Day of" oversight, supervision, direction and support of the front-line Operational Support Service (OSR) team within their assigned Terminal and zone at Toronto Pearson International Airport. Customer Service Supervisors are responsible for proactively supporting the day of operation by ensuring effective and efficient operations and providing quality customer service to passengers through the daily leadership and supervision of their team. This is attained through oversight of team's completion of daily work plan, adjusting priorities and resource allocations to meet demand and ensuring the team's adherence to established performance standards and protocols. Customer Service Supervisors are responsible for assisting the Shift Managers with staffing, training, and scheduling, as well as employee performance management and discipline.

Dedicated Customer Service Supervisors are on site during core operational hours Customer Service Supervisors will be assigned to a specific zone within the Terminal and will be responsible for the supervision, monitoring and coordination of all individuals and activities within their assigned zone and for responding to and addressing any problems or issues experienced within the zone.

The OSR "Day of" service delivery team consists of Shift Managers, Customer Service Supervisors and Operational Support Representatives (OSR's) who support the Terminal passenger processing operation, including passenger flow, queue management and access control into the various processing areas within the Terminals, while providing exemplary customer/passenger services.

Duties:

• Provides daily direction and communication to employees; schedules and controls resources and work arrangements within their zone to ensure an efficient and effective operation within established service level performance and quality standards, including employee uniform standards compliance;
• Ensures all systems, tools/equipment and supplies needed by OSR team are available and in good working condition to enable smooth flow of operations and passenger satisfaction;
• Guides, coordinates and controls the activities and work practices of their team to ensure maximum performance and efficiency. Responsible for applying policies and procedures, evaluating the quality of work, organizing team within the zone, maintaining work standards and for identifying and resolving service and performance issues between OSRs and passengers or other stakeholder groups;
• Collaborates and coordinates activities with others (team members, GTAA, stakeholders and other Terminal service providers) understanding the impact each places on the other for a cohesive operation. Serves as a focal point to communicate and resolve interface and integration issues with other teams;
• Continually monitors and evaluates the operation and coordinates the adjustment of resources or
• Continually monitors and evaluates the operation within their assigned Terminal zone to ensure passenger flow and queue management standards/targets are being achieved and to proactively identify and operational or passenger service issues in a timely manner. Coordinates the adjustment of resources or employee assignments to address changing/fluctuating demands and ensure a successful "Day of" operation.
• Assists in the provision of Emergency/IRROP response activities as required;
• Trains, instructs, guides, assesses and supports team members by showing and describing standard tasks and equipment operation. Provides 1:1 assistance and coaching to team members whom are experiencing difficulties in specific areas/aspects of their role. Conducts scheduled and random OJT Training/Refresher modules with OSR team
• Ensures effective and timely provision of Bilingual (English/French) OSR service to passengers in accordance with established standards and procedures;
• Supports and assists Shift Managers by:
• Participating in recruitment and training initiatives;
• Identifying and assisting in resolution of any scheduling conflicts;
• Preparation of Daily Shift/Zone Reports as well as incident/event occurrence reports;
• Identifying and addressing performance/behavioural or disciplinary problems/concerns with Shift Managers
• Coordinating daily work/activity plans and making required adjustments to maintain passenger flow, avoid bottlenecks and provide quality customer service;

AREAS OF PERFORMANCE MEASUREMENT:

Leadership

• Trains, coaches, develops and supports direct reports and front-line staff
• Provides effective and inspiring leadership, that creates a shared vision and works cross-organizationally to achieve exceptional customer service and operational excellence every day;

Knowledge

• Develops and maintains a comprehensive working level knowledge of Terminal Operations relative to passenger flow and processing operations and procedures, sterility regulations for the mixing of passengers as well as the various support services and technologies related to the delivery of OSR services
• Maintains an up-to-date knowledge and awareness of Terminal activities, initiatives and services
• Familiar with the Airport Service Quality (ASQ) measures and relationship/impact on OSR service delivery
• Familiar with and actively supports the Toronto Pearson Airports "I am Toronto Pearson" program

Aptitude

• Critical thinker with an improvement mindset and a bias for action
• Knows and understand the business from a "Day of" perspective
• Continuously seeks opportunities to improve processes and procedures

Customer Service/Public Relations

• High degree of proficiency with respect to customer service
• Maintains excellent relationships with the GTAA Operations team
• Establishes trust, respect and credibility within the airport community
• Demonstrates a passion for passengers by ensuring all OSR activities and programs resonate with passenger being the priority

Conduct & Preparedness

• Delivers on commitments and demonstrates a high level of integrity in all aspects of job performance
• Proactive anticipates and responds to customer/passenger needs
• Role Model - exhibits a professional, courteous and positive manner at all times
• Adaptable adjusts quickly to changing scenarios
• Prioritizes when faced with multiple demands/changes simultaneously
• Exhibits an understanding of and delivers the company and client behaviour and values
• Ensures all staff comply with established dress code/appearance policy and standards including display of RAIC at all times while on duty;
• Continually looks for learning opportunities in every-day activities

Performance

• Consistently accomplishes goals, delivers results and meets/exceeds expectations.
• Monitors and maintains operations within Zone and proactively addresses issues and changing priorities to ensure a successful "Day of" operation
• Works with a sense of urgency
• Delivers on all daily performance service standard behaviour

Communication and Compliance

• Demonstrates effective written and verbal communication skills
• Demonstrates strong public relations/customer service skills
• Complies with preparation of all required reports
• Communicates instructions and operational information to front line staff
• Complies with all company/client policies as well as Government Regulations/Standards compliance with all company and client policies
• Fosters effective relationships with client/stakeholders built on trust and respect

POSITION REQUIREMENTS

Education and Experience

• Successful completion of a minimum high school education or possess equivalent work related experience;
• Experience in a Supervisory or Operational lead role, preferably in an airport or customer service environment;

Qualifications

All applicants for this position must be:

• 18 years of age or older
• A Canadian Citizen or Landed Immigrant
• Have a clear Criminal Record
• Physically capable of performing all duties as set out in Job/Position Description
• Able to obtain and maintain a valid Transportation Security Clearance and Toronto Pearson Airport Restricted Area Identity Card (RAIC)
• Able to work a rotating shift schedule, including nights, weekends and statutory holidays
• Successfully complete all initial and recurrent company training (initial training is a pre-requisite for employment

Skills, Abilities and Personal Suitability

• Superior communication skills (oral and written).
• Excellent interpersonal, customer service and conflict resolution skills with an unrelenting commitment and passion to customer service excellence
• Excellent team leader and team player with ability to motivate, coach/mentor, engage and train employees
• Competent in basic computer skills in MS Office applications Email, MS Word
• Technically adept at using technology and experienced in working with automated processes
• Highly organized, resourceful, results driven, detail oriented
• Thrives in a fast-paced, agile and collaborative environment
• Adaptable/flexible with the ability to work under constraints/pressure and quickly respond to changing/fluctuating priorities through-out the day
• Demonstrated ability to facilitate, negotiate, influence and collaborate
• Strong time management, problem solving and decision making skills combined with a sense of urgency to deliver operational and customer service excellence
• Innovative and continuous improvement mindset
• Demonstrates a high level of honesty and integrity and exhibits a professional, positive and courteous manner at all times.

ASSETS

• Based on equal qualifications, preference may be given to bilingual (English/French) candidates
• Airport/Terminal Operations and/or Customer Service experience is highly desirable
• Basic knowledge and understanding of Terminal operations and passenger flow/processing;
• Possession of a valid Transportation Security Clearance and an Airport Restricted Area Identity Card (RAIC) is an asset
• Valid CPR and First Aid Certificate is an asset

For further information, or to apply, please click here