New Posting - Air Canada

Customer Service Manager - Station Operations Control - Toronto
Air Canada  - Toronto, ON

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, the Customer Service Manager – Station Operations Control is responsible for the day-of operation management and performance within their assigned area. This includes making tactical operational decisions and the overall coordination of activities in order to safely achieve operational excellence while maintaining our customer service standards.  Manage, monitor and co-ordinate various activities and processes to achieve excellence in the areas of safety, operations and customer service standards. Play an influential role in fostering a sense of ownership across the workforce so that employees feel empowered to use their judgment and experience to make sound decisions. Contribute to operational safety, a satisfying work environment and improved quality of customer service in the branch. Anticipate, identify, and resolve service and operational problems with a results-oriented approach to performance. Assume local leadership, as assigned, for specific local initiatives for process & performance improvement. Anticipate employees’ and customers’ needs and be available for them. Communicate with all operational teams. Consistently communicate company direction with employees and departmental representatives and explain the rationale behind our policies or decisions. Conduct safety audits. Review status and progress of each flight. Investigate performance failures. Collaborate with interdepartmental stakeholders: Resources, Passenger Services, Aircraft Services, Flight Operations, Maintenance, Air Canada Cargo, In-flight Services, Air Canada Express and System Operations Control. Assess and assign delay codes and communicate to responsible department. Act as a coach for the employees, motivate and engage individuals and the team to build a positive and healthy working environment. Communicate with external service providers and outside agencies to mitigate delays and resolve service and operational issues. Qualifications Completion of a Bachelor’s degree or academic equivalent, an asset. Excellent verbal and written communications skills Strong leadership and negotiation skills Excellent problem solving skills Ability to work long and irregular hours Strong commitment to teamwork Must demonstrate solid operational background Good conflict resolution skills Recognized ability to work under pressure, handle stressful situations and maintain flexibility Possess an energetic and tenacious achievement orientation Knowledge of computer systems currently in use, e.g. Microsoft Office, Outlook, Netline Ops, Communicator, AC BMS/BRS , WABLINK, ARMS, Streamline and other systems as related to Air Canada Operations. Restricted Radio Operator’s License 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.   For further information or to apply, please click here