Scheduled Services Supervisor - Calgary, AB (YYC)

At Central Mountain Air, we pride ourselves in providing vital air connectivity to remote communities nestled within the stunning landscapes of Alberta and British Columbia. Our commitment to safety, reliability, and exceptional customer service is at the core of everything we do. Join our dedicated team and become an integral part of bringing people together and fostering economic growth in these unique regions. We are currently seeking a Full-Time Scheduled Services Supervisor to join our team at our Calgary, AB Base.

The Scheduled Services Supervisor plays a crucial role in overseeing revenue management, reservations agents and customer care, and other key aspects of airline operations. You will be responsible for maximizing revenue, optimizing scheduling, and ensuring exceptional customer service delivery while overseeing the scheduled services team. This position shall report to the Director of Scheduled Services.

Revenue Management

• Maintain and update pricing rules, fare sheets, routing tables, surcharges, tax amounts, and other related material in a coordinated and organized manner;

• Analyze load and yield data to find the optimal mix of how many seats should be sold at each inventory fare class to fill the aircraft and maximizing revenue;

• Responsible for flight level revenue optimization by properly valuing our passengers and forecasting future demand levels;

• Ensure airline product and pricing competitiveness in the marketplace;

• Monitor and update the flight level demand forecasts through the analysis of historical and future booking trends, the pricing environment, industry capacity trends, the competitive landscape, and other factors;

• Audits, monitors, and refines individual progress toward market goals and strategies;

• Consistently analyzes competitive landscape, paying attention to fare and schedule changes;

• Complete business intelligence performance reporting & pricing research for CMA;

• Manage the design and implementation of sales across the organization; as well, work across and perform commercial functions - channel optimization, marketing communications, and initiatives with partners - as required;

• Establish and maintain the flight level overbooking forecasts through the analysis of no show behavior trends;

• Evaluate performance, competitive activity, and post-departure trends to identify and leverage future opportunities while maximizing the revenue potential for each market;

• Manipulate large data sources to analyze business questions, devise strategies, and evaluate results; • Promo code and tactical sale fare management;

• Tracks ancillary performance and reports revenue trends to senior management;

• Other duties as assigned by the Head of Commercial or delegate.

• Create and maintain flight schedules that maximize operational efficiency.

• Coordinate with various departments to ensure seamless scheduling of flights.

• Monitor schedule adherence and make adjustments as needed.

Reservations

• Supervise reservations agents and provide training on booking procedures and customer service.

• Monitor reservation systems for accuracy and efficiency.

• Handle escalated customer inquiries and complaints.

• Ensure Central Mountain Air policies and procedures are followed in line with the rules and regulations of governing bodies (i.e., Transport Canada) and our own Domestic Tariff.

• Organize the timely communication of changes or cancellations to flight times or routing to affected passengers.

• Assist in monitoring the Reservations email queue and ensuring all requests are handled within 24 hours.

• Handle concerns with empathy and solve guest challenges with empowerment.

• Cross-train on several interconnecting system applications to assist in refining our work-flow processes and monitor reservations booked through different sources.

• Be a driver for change and assist with documenting processes as they are established. • Lead a team of revenue management and reservations professionals.

• Provide guidance, support, and mentorship to team members.

• Conduct performance evaluations and implement training programs.

Reporting and Analysis

• Generate reports on key performance metrics, revenue forecasts, and booking trends.

• Conduct regular analysis to identify areas for improvement and implement solutions.

• Present findings to senior management and recommend strategic changes.

• Bachelors degree in Aviation Management, Business Administration, or a related field.

• Proven experience in airline revenue management, scheduling, or reservations.

• Strong analytical skills and proficiency in revenue management software.

• Excellent communication, leadership, and team management abilities.

• Ability to work under pressure and make decisions in a fast-paced environment.

• Knowledge of data systems and Power Bl or similar data analysis tool is an asset;

• Able to make sound business decisions as well as explain using data and evidence the actions and results to senior management;

• Proficient in Word, Excel, PowerPoint, with an aptitude to learn other relevant applications and technical/office equipment at an intermediate level;

• Ability to multi-task and meet multiple and/or unexpected deadlines in a demanding environment;

• Demonstrate sound judgment regarding confidential and sensitive matters;

• Strong communication, time management, organizational and interpersonal skills;

• Able to work independently and within a team environment;

• Promotes a culture of safety and maintains a high level of professionalism in all interactions;

• Availability to work irregular hours when required, with a work-load that fluctuates based on executive and company priorities and time-frames.

• Group Retirement RRSP contribution matching program

• Full health benefits package consisting of extended health, dental, short-term disability, long term disability, life insurance and travel emergency medical insurance

• Employee Family Assistance Program

• Corporate rates with Good Life Fitness

• Competitive sick and personal leave benefits

Travel Benefits

• Excellent travel perks within the Central Mountain Air network for employees, their eligible family members, and their buddies

• Travel perks for retirees and their eligible spouses

• Standby travel for employees and eligible family members on other airlines around the world

• Additionally, employees are eligible for discounts with various hotels and agencies that offer cruises and all-inclusive holidays

• Free cargo shipping for employees on CMA flights

Employee Programs

• Training Assistance Program, Milestone Recognition Program and Employee recognition programs

• Opportunities for career development, growth, and promotions

• Inclusive team atmosphere

Central Mountain Air is committed to diversity and inclusion in our workplace. We strive to create a supportive, accessible, and fulfilling work environment that recognizes and celebrates the unique contributions of each employee to our company’s success. If you require accommodation during the selection process, please let us know.

 We thank all candidates for their interest in Central Mountain Air; however, only those candidates who are selected to continue in the recruitment process will be contacted.