New Posting - Porter Airlines Inc

Acting Manager, Passenger Service
Porter Airlines Inc.  

 - Toronto, ON

Reporting to the Director, YTZ Airport Operations and Customer Service DUTIES AND RESPONSIBILITIES:  Manage and monitor operational performance with a constant focus on providing high levels of customer service Ensure the operational activities adhere to company policies, guidelines, and regulations Provide leadership and technical expertise as required to CSR group Focus on achieving 85% or better On-Time Performance Work a varied schedule with adaptable availability including weekends and holidays. Manage and develop direct reports Foster a positive teamwork environment amongst the Customer Service group Work effectively with other Porter departments i.e. maintenance, flight operations, ramp, catering as well as our external customers. Responsible for YTZ Customer Service irregular operations activities Responsibility for recruitment of CSRs, maintaining proper headcount levels Ensure uniform grooming standards are met Responsible to ensure performance reviews are conducted Manage corrective action and disciplinary process Work closely with the Manager, Learning and Development and assist as required with training initiatives Maintain customer service standards and consistency in all areas of the operation Facilitate monthly staff meetings Work closely and collaborate with other department managers to meet corporate objectives and customer service initiatives Actively participate in Porter’s Safety Management System (SMS) including reporting hazards and incidents encountered in daily operations; understand, comply and promote the Company Safety Policy Other duties as assigned by the Director, YTZ Airport Operations and Customer Service BEHAVIOURAL COMPETENCIES:  Concern for Safety: Identify hazardous or potentially hazardous situations and take appropriate action to maintain a safe environment for self and others. Teamwork: Work collaboratively with others to achieve organizational goals. Passenger/Customer Service: Provide service excellence to internal and/or external customers (passengers). Initiative: Deal with situations and issues proactively and persistently, seizing opportunities that arise. Results Focus: Focus efforts on achieving high-quality results consistent with the organization’s standards. Fostering Communication: Listen and communicate openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus. Exemplifying Integrity: Treat others fairly, honestly, and respectfully, furthering the integrity of the organization and its relationships of trust with team members and the broader community. Inspiring Others: Energize and inspire others to strive for excellence and commit to common goals and purposes, creating a sense of self-efficacy, resilience, and persistence in followers. People Leadership: Assume a leadership role in helping others achieve excellent results. Leading Change: Recognize the need for change, be open to new ideas and methods, and champion transformational change within the organization and beyond. QUALIFICATIONS:  University degree or equivalent industry experience Minimum 5 years of customer service operational experience Minimum 2 years of leadership/management experience Superior oral and written communication skills Excellent interpersonal and leadership skills Proficient on all Microsoft Office programs Flexibility with work schedule Self-starter with proven personal integrity For further information, or to apply, please click here