Ywg Base Manager - Winnipeg, Canada - Perimeter Aviation

Perimeter Aviation

Verified Company

Winnipeg, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Department:
Commercial Services

Posted:
April 10, 2023

Deadline:
April 30, 2023

Our Company

Established in 1960, Perimeter Aviation LP is a diversified company that is a subsidiary of the Exchange Income Corporation which has recently grown through the merger with Bearskin Airlines.

With more than 750 employees, we operate a fleet of 40+ aircraft including the Metro 2, 3, 23, Merlin and Dash 8 aircraft.

We are based in Winnipeg and Thompson, Manitoba as well as Sioux Lookout and Thunder Bay, Ontario.

We provide scheduled passenger and freight services to Northern Manitoba and Northern Ontario, 24/7 North American charter services, Medical evacuation services and a full-service maintenance facility including design engineering, NDT, and Garrett turbine engine services.

We are a Canadian company, proudly building a diverse workforce that is driven by a shared sense of community, customer service and a dedication to safety.

We're fostering a culture where our employees will feel proud of the work they do and the company they work for.

We seek employees with a positive attitude in providing excellent service to the communities in our network.

Position Summary

Reporting to the VP Commercial Services, the YWG Base Manager provides leadership, direction, operational and technical support to individuals within the Customer Service department.

The individual is the leader of sales and service management within the department and is responsible to coach, mentor and develop a team of check-in service representatives ensuring that all sales and service standards are maintained and policies and procedures are adhered to.

This is a full time position located in Winnipeg, MB (YWG).

Personal Characteristics
Highly flexible, with the ability to respond quickly in a dynamic environment
Professional and respectful, with a positive work attitude
Timely with a high level of commitment to on-time performance is essential
Motivated with the ability to work independently and as part of a team
Effective verbal and written communication skills
High level of respect, understanding and regard for First Nations communities
Able to think critically and act logically to evaluate situations and provide sound judgment
Able to build and maintain lasting relationships with all departments, business partners and customers
Strong leadership and supervisory skills
Superior time management skills, multitasking skills and the ability to prioritize tasks
High level of integrity, confidentiality and accountability
Strong problem solving and analytical skills
Able to effectively train and develop personnel within their department
Willing to take initiative to make personal and organizational improvements
Able to handle stressful situations in a calm and effective manner
Customer Service-oriented with a commitment to exceptional service
Responsibilities and Accountabilities
Provide coaching, recruiting, training and mentoring to check-in service representatives and call-center agents, ensuring that service and sales standards are achieved and customer expectations are surpassed
Responsible and accountable for preparing and delivering performance plans and reviews for check-in service representatives and call-center agents, ensuring quality customer service is provided, timely and appropriate feedback as well as coaching
Create a respectful environment that stimulates growth and encourages employees to realize their maximum potential and encourages professional development
Maintain an optimal level of customer service with check-in service representatives and call-center agents by coordinating day to day duties, staffing schedules such as holidays, lunch hours/breaks, and organizing staff attendance for seminars/training
Act as an escalation point after Supervisors to resolve customer complaints, refunds, baggage claims
Ensure that regular audits are performed on processes and procedures followed by his/her staff and keep track of audit results to manage staff performance and determine corrective action plans when necessary
Conduct documentation audits in accordance with instructions and intervals set by Perimeter's Safety Quality and Security Department, or other departments within the Organization, in order to comply with regulatory governing bodies' requirements
Provide technical and operational direction and support to check-in service representatives and call-center agents, answer questions and handle customer inquiries or complaints referred by other employees
Ensure that Winnipeg Customer Service staff are in full compliance with the Company's training requirements
Assist in the preparation of yearly department budgets, ensuring that budget targets are met
Monitor and audit check-in agents ADS reports, and floats
Track the balance of the Winnipeg float and ensure that appropriate change levels are available to counter staff
Prepare and deposit all cash collected daily
Gather inbound ADS bags and send them to Account