Senior Lead Customer Service Agent

As per the collective agreement, all Senior Leads receive top of their scale, plus 15%.

Purpose of Position:
To provide leadership to local Customer Service employees in order to ensure the highest level of safety and customer service. This position provides administrative and technical support to the Area Manager, Customer Service.

Key Responsibilities:

• Provide leadership, direction and coaching to local customer service employees.
• Accept responsibility, for all station operations, including OTP for Jazz, Mainline and contracted flights.
• Manage, monitor and report on operational issues such as kiosk usage, passenger check-in traffic flow, boarding processes, operations processes and documents.
• Maintain a high personal standard of performance with respect to all local and Company policies and procedures.
  Present a positive and professional role model to other employees.
• Accept responsibility for maintaining Company premises and accountability for all station assets (equipment, supplies, etc.).
• Complete and maintain station payroll, corporate manuals and other information resources and reports.
• Create and execute local staff schedules, including vacation bidding, in liaison with management and in accordance with the collective agreement.
• Administer annual vacation bids and monthly shift schedule process.
• Exemplify and encourage a high standard of employee performance, accountability and compliance both technical and operational, within their area of responsibility.
• Monitor, evaluate and report on staff levels and manpower plans.
• Organize and administer training requirements.
• Manage, monitor, report and administer reporting of banked time, shift trades, ad hoc shift coverage, family care days, LOA days, employee time sheets.Monitor and report on staff performance and other related issues.
• Monitor and direct the performance of the firms or agencies contracted to provide a service to the Company.
• Liaise with all other administrative and operational departments within the Company.
• Liaise with Air Canada Management on a local and regional level.
• Liaise with officials of other airlines, Government, or other agencies.
• Handle local Customer Service problems and issues as required.
• Operate as a working member of group being led, as required.
• Possess an awareness of station budget status and support the manager to achieve base goals.
• Responsible for maintaining a safe and healthy workplace and ensure staff knowledge in Health and Safety matters.
• Perform duties in accordance with established policies and procedures while giving primary consideration to personal safety, and the safety of co-workers and customers.
• Other related duties as assigned.

Depending on the base, other duties may include:

• Cargo processing.
• Handle missing baggage and damaged baggage claims.
• Jet-way operation.
• Conduct radio communications with aircraft and record flight information.

Competencies necessary for the position:

• Planning, Organizing/Work Management: Can establish a course and plan of action for self and/or others to accomplish a specific goal.
• Initiative: Will act to achieve goals beyond what is required; self-starter.
• Coaching: Facilitates the development of others’ knowledge and skills; provides timely feedback and guidance to help them reach goals.
• Leadership: Demonstrated ability to instill enthusiasm, loyalty, and commitment in employees and co-workers to accomplish objectives; Understands the role and able to provide direction and support.
• Judgment/Problem Solving: Commits to an action after developing alternative courses of action that are based on logical assumptions and factual information and that take into consideration resources, constraints, and organizational values.
• Adaptability: Maintains effectiveness in varying environments and with different tasks, responsibilities, and people.
• Safety Awareness: Understands Safety and sets an example for safe work practices.
• Diversity: Understands and accepts diversity in the workplace.
• Communication: Clearly conveys information and ideas, engages the audience.
• Influence/Impact: Creates a good first impression; commanding attention and respect; showing an air of confidence.
  

Qualifications:

• High school diploma or equivalent.
• Customer Service Agent (past or present) required.
• Past supervisory experience is an asset.
• Proven strong interpersonal skills and flexibility.
• Proven ability to deal with customers, both internal and external, in a professional manner.
• Proven strong communication skills, both oral and written.
• Knowledge of applicable computer systems/programs (RES III, Word, Excel, Outlook).
• Knowledge of the Collective Agreement and its application is an asset.
• Ability to obtain all airport licenses and passes as required.
• Previous training experience.

*Note: Bilingualism (English and French) is required for stations in the provinces of Quebec and New Brunswick.

We strive to make our workplace accessible for people with disabilities. We want to ensure that you are prepared for success and therefore request that you please let us know at [email protected] if you would benefit from an accommodation during the recruitment process.
Jazz recognizes that the best talent includes people of all backgrounds, abilities and points of view. To be a leader in our industry, Jazz celebrates diversity and values the uniqueness that each individual has to offer. We empower our people to foster an internal culture of inclusion, creating safe workspaces where everyone can be their authentic self. Meeting the needs of our diverse passengers is critical to our success and we recognize the importance of a workforce that is reflective of the communities we serve.