AirlIne Senior CSA - Vancouver - Aviation Indeed™️

    Aviation Indeed™️
    Aviation Indeed™️ Vancouver

    5 days ago

    Description

    Position Overview


    We are seeking an experienced and dynamic Duty Manager to oversee daily airline operations for our client. The Duty Manager will play a pivotal role in ensuring smooth operational activities, responding to real-time situations, and maintaining high levels of customer satisfaction. This position requires excellent leadership skills, quick decision-making abilities, and a strong commitment to operational excellence.

    Key Responsibilities

    • Operational Leadership: Supervise and manage day-to-day airport operations, including check-in, boarding, ground handling, and aircraft turnaround processes. Ensure compliance with operational standards, safety protocols, and industry regulations.
    • Immediate Response: Address unexpected operational disruptions, flight delays, cancellations, and other issues promptly and effectively. Make swift decisions to minimize passenger inconvenience and maintain on-time performance.
    • Team Management: Lead and guide a team of front-line airport staff, including customer service agents, ground handlers, and operational personnel. Provide training, coaching, and support to ensure operational excellence and exceptional customer service.
    • Crisis Management: Manage unforeseen events, emergencies, and security incidents in real-time, implementing contingency plans as needed. Maintain a calm demeanor and efficient communication during high-pressure situations.
    • Flight Coordination: Collaborate closely with flight crews, ground handlers, and air traffic control to ensure smooth flight operations and timely departures.
    • Resource Allocation: Effectively allocate airport resources, personnel, and equipment to optimize operational performance and customer satisfaction.
    • Customer Service: Ensure passengers' needs, inquiries, and concerns are addressed promptly and professionally. Oversee the customer service team to enhance the overall passenger experience.
    • Communication: Foster clear communication between airport departments, airline personnel, and external stakeholders to ensure coordinated operations.
    • Performance Monitoring: Monitor key performance indicators (KPIs) related to operational efficiency, on-time performance, and customer satisfaction. Analyze data to identify trends and opportunities for improvement.
    • Regulatory Compliance: Maintain up-to-date knowledge of aviation regulations and industry standards to ensure ongoing compliance. Ensure adherence to safety and security protocols.
    • Collaboration: Collaborate with other Duty Managers, supervisors, and departments to ensure consistent and efficient airport operations. Build and maintain positive relationships with airport authorities and other airlines.

    Qualifications

    • Bachelor's degree in Aviation Management, Business Administration, or related field (preferred).
    • Proven experience in airport operations, customer service, or airline management, with 5-10 years of leadership experience.
    • Strong leadership skills and the ability to manage and motivate a diverse team.
    • Excellent communication, problem-solving, and decision-making abilities.
    • Proficiency in using airport software, communication tools, and office applications.
    • Ability to handle high-pressure situations, make quick decisions, and prioritize tasks.
    • Strong organizational skills and attention to detail.
    • Willingness to work flexible hours, including evenings, weekends, and holidays.

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