New Posting - Air Canada

Customer Service Manager - STOC - Calgary
Air Canada - Calgary, AB

Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation. Reporting to the Manager General Operations – STOC, the Customer Service Manager – STOC will manage, monitor and co-ordinate various activities and processes to achieve excellence in the areas of safety, operational and customer service standards.  Anticipate, identify, and resolve service and operational problems with a results-oriented approach to performance. Drive On-time performance Assume local leadership, as assigned, for specific local initiatives for process & performance improvement Responsible for the communication of operational information to Managers and Leads and Air Canada Express departments. Send daily reports and System/local alerts via Communicator Communicate flight departure sequence during Irregular Operations and inclement weather Forecast delays and make decisions regarding flight delays for connecting passengers. Liaise with Maintenance, Ramp, Cabin planners, Gate Gourmet, Fuel, Cargo, OC Flight Dispatch, Load Office and Air Canada Express to ensure smooth operation  Communicate with In-flight Service and Flight Operations crew scheduling especially during irregular operations to mitigate any delays due to crew constraints and keep the passengers informed. Work with IFS and FOPS to provide a seamless customer experience. Monitor boarding of passengers onto flights Log all Airport facility failures and assign code delays Attend Emergency Operation Center when requested by the Manager General Operations for any issues with Airport Authority Contact IBM for any system or major computer issues Monitor TVs, screens and Baggage Reconciliation System for baggage scanned to minimize Passenger arriving without bags Issue High wind and weather alerts  Manage relationships with Canada Border Services, US Customs and Immigration and any and all external services which impact the connection experience. Consistently communicate with employees and customers with company directions and explain the rationale behind our policies or decisions Contribute to operational safety, a satisfying work environment and improved quality of customer service in the branch Anticipate employees’ and customers’ needs and be available for them Act as a coach and play an influential role in nurturing a sense of ownership across the workforce, so that employees feel empowered to use their judgment and experience to make sound decisions Celebrate success with employees by recognizing great individual and team effort and take time to thank them Activate alternate STOC location if necessary Qualifications  Strong customer focus, dealing with customers with professionalism and care Strong communication skills via radio and phone required Excellent problem solving skills; ability to apply creative solutions that have a positive impact on results Recognized ability to work under pressure, handle stressful situations and maintain flexibility. Ability to respond quickly to situations and seize opportunities Ability to influence, convince and create mutually acceptable solutions in the context of conflicts Possess an energetic and tenacious achievement orientation Exhibit leadership qualities which elicit trust in employees and demonstrate leadership judgment Strong knowledge and expertise in AC safety and service standards as well as labor relations Genuine desire to contribute to the betterment of Air Canada LINGUISTIC REQUIREMENTS  Based on equal qualifications, preference will be given to bilingual candidates. At Air Canada, we want to fly higher when it comes to employment equity. We, therefore, encourage applications from Aboriginal peoples, women, members of a visible minority and persons with a disability. Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.  Job Airport & Call Center Management Primary Location CA-AB-CALGARY-YYC Schedule Full-time For further information, please click here