What Youll Get to Do
The Assistant CSA Manager will be responsible for assisting the CSA Manager with overseeing the day-to-day operational performance of the Customer Service Department and ensuring consistent achievement of customer service standards. This position will assist the CSA Manager in providing leadership and operational direction to ensure we are providing a safe and high-quality customer experience.
CSA Operations:
- Assist with and oversee daily operations and departmental needs of Customer Service Agents and Reservations staff
- Approve and process expense claims via Metaviewer
- Assist with facilitation of annual employee performance reviews
- Assist with maintenance, amendment, and distribution of the Customer Service Agent Manual (CSAM)
- Facilitate audit of monthly checklists
- Monitor and assist with training compliance (Pelesys)
- Assist with issuance, maintenance and audit of memos
- Assist with hiring and recruitment
- Process new hire paperwork and HR admin forms as required
- Maintain employee records (i.e., sick time, employee allowances, etc.)
- Assist with data entry, maintenance and approval of schedules and timecards in Payroll system
- Oversee the distribution of uniforms and maintenance of applicable records
- Assist with new hire and recurrent training (travel may be required)
- Assist with facilitating departmental and station specific meetings as required
- Assist with progressive discipline as required
- Be knowledgeable of Calm Air’s computerized reservations system, flight schedule, fare products/rules and company policies and procedures
- Provide operational and systems support as required (after-hours on-call requirement)
- Regular travel and stations visits/relief assistance required
- Other duties as assigned
Financial:
- Assist with annual department budget
- Assist with monitoring and analyzing monthly expenditures to ensure within budget and on target
- Monitor overtime bi-weekly and report to the Director of Customer Service on reasons for overtime
- Adhere to all financial internal controls
- Monitor department manpower to ensure within budget and seek approval for replacement/increase
- Engage in ongoing cost reduction analysis within your department
- Assist to ensure invoicing is submitted to ESS for applicable ground services provided to external parties in each airport location
Safety:
- Assist with safety report (SMS) investigations and implementation of Corrective Preventative Actions (CPA’s) as required. Actively support the safety management system by following SMS processes and encouraging a safety reporting culture in your department
- Promote occupational health and safety within your department and participate in the development and monitoring of safety training
- Proactively communicate hazards and SMS initiatives within your department
MANAGERS, SUPERVISORS AND LEADS – have been delegated the authority and are responsible to the Department Head to actively identify hazards and deficiencies and report through the SMS (Safety Management System) Program reporting system. Communicate with all personnel within their respective department and other departments as required to maintain effective day to day activities. Ensure regulatory and company standards are maintained. Assist in the development and maintenance of company processes and procedures. (Quality Assurance activities)
Leadership:
- Change management leader – execute change while supporting employees through communication, listening and actioning
- Lead and inspire employees by providing mentorship and overseeing the professional development of team members
- Provide guidance, coaching and support to staff
- Embark on employment equity initiatives, engaging with all employees to promote employment equity and encouraging employees to undertake the self-declaration survey updating as necessary
- All levels of the organization share responsibility for human rights within the organization, overseeing and promoting continuous improvement on human rights and employment equity initiatives
Skills & Experience We Value
- High school diploma or general education degree (GED)
- 5 years previous experience in customer service preferably within aviation
- Previous supervisory/management experience required
- Experience working in a unionized environment an asset
- Proficient with AmeliaRES
- Proficient in MS Office
- Ability to work well under pressure
- Ability to effectively communicate orally and written
- Ability to obtain and maintain all Enhanced Security Clearances
- Frequent travel required
- Inuktitut language is considered an asset
- Preference is given to Inuit Land Claims Beneficiaries
