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.
The Customer Service Manager is responsible for managing both Aircraft Service & Passenger Service staff on a daily basis, ensuring operational & safety excellence, and customer/employee engagement, while working towards continuous improvement in all areas. CSMs may rotate through various functions.
- Manage, monitor and co-ordinate various activities and processes to achieve excellence in the areas of safety, operational performance, and customer service standards.
- Anticipate, identify, and resolve service and operational problems with a results-oriented approach to performance.
- Understand, interpret and communicate Key performance Indicators and associated station results, pertaining to operations, Safety and customer satisfaction.
- Identify, recommend and initiate enhancements and changes to processes and procedures to better support operational and service standards.
- Foster Employee Engagement; act as a coach for the employees, motivate and engage individuals and the team to build a positive and healthy working environment. 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.
- Prepare reports, conduct investigations, and implement corrective actions in various areas of the operation.
- Consistently communicate with employees and customers and explain the rationale behind our policies or decisions.
- Monitor and manage day-of deployment of frontline staff as well as responsibility for the effective management & deployment of facility and equipment resources.
- Assume local leadership, as assigned, for specific local initiatives for process & performance improvement.
- Participate in Management team meetings and decision making pertaining to station matters.
Qualifications
- Strong customer focus, dealing with customers with professionalism and care.
- Excellent interpersonal and problem solving skills; able to apply creative solutions that have a positive impact on results.
- Recognized ability to work under pressure, multitask, handle stressful situations and maintain flexibility.
- Ability to respond quickly and proactively to situations and seize opportunities.
- Able 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.
- Knowledge and expertise in AC safety and service standards as well as labour relations an asset.
- Knowledge of airport operations an asset.
- Computer skills required.
- Demonstrated commitment to teamwork.
- Ability to travel for training or meetings when required.
- Excellent verbal and written communication skills.
- Ability to work shift work; rotating day, evening, overnight and weekend shifts, including holidays.
- Completion of a Bachelor’s degree or academic equivalent is an asset.
- Ability to obtain security clearance in order to receive the Transport Canada Airport pass.
- Ability to obtain Restricted Radio Operator Certificate – Aeronautical, and Airside Vehicle Operators Permit.
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 & Cargo
Primary Location : CA-NS-HALIFAX-YHZ
Schedule : Full-time |
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