Job Summary
Reporting to the Chief Operating Officer (COO), the Manager of Customer Service Agent (CSA) Operations oversees strategic planning and ongoing support for the Northern Area Stations and Customer Service Operations in Thunder Bay and Sioux Lookout within Wasaya Airways.
Based in either Thunder Bay or Sioux Lookout, the Manager of CSA Operations is responsible for the overall leadership and management of regional operations, including financial performance, budgeting, personnel and day-to-day operational requirements. This position ensures airport operations are conducted safely, efficiently and with a strong focus on customer service and operational reliability. They will provide leadership to regional employees, supports performance and service objectives and works collaboratively with SOCC, Flight Operations, Maintenance, Technology, Corporate Communications, Human Resources, government agencies, business partners and airport communities. The Manager of CSA Operations will demonstrate strong leadership, sound decision-making, analytical thinking and a proven ability to manage employees and operational priorities in a dynamic airline environment.
Responsibilities
- Operational planning and safe implementation of all responsible areas of operation
- Customer/Employee relationship development
- Collaborate with divisional departmental leaders and peers
- Focus on leading and developing the skills of front-line employees with the goal of delivery consistent and excellent customer service and delivering a quality product in accordance with Wasaya’s Vision and Mission Statements
- Improve operational performance, financial controls and safety
- Assist in the development of Wasaya’s plans and programs
- Collaborates to develop timely and accurate analysis of budgets, financial reports, and financial trends
- Researching, preparing and/or procuring documentation or analyzing requests in a timely manner in accordance with established guidelines to recommend the appropriate courses of action
- Develop, implement and enforce policies and procedures of the organization that will improve the overall operation and effectiveness of the Company
- Aligning with internal business partners to identify opportunities to collaborate and support their business requirements
- Aligning with Northern Community staff and partners in achieving Wasaya’s Vision and Mission statements
- Ensure appropriate risk management processes are in place and that a culture of compliance with safety, flight standards, flight operations procedures, ground operations procedures and Company policies is embedded in the organization
- Supporting employees through communication, listening and actioning
- Create and maintain a positive company culture that supports employee participation
- 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
- 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
- Other duties as assigned
Requirements
- Strong presentation and communication skills
- Excellent organizational and time-management skills
- Data-driven mindset
- Must be professional, discrete and understand the importance of confidentiality
- Strong problem identification and objection resolution skills
- Self-motivated, with high energy and an engaging level of enthusiasm
- Able to perform basic calculations and mathematical figures
- Highly flexible, with solid interpersonal skills to work effectively in a diverse environment
- Able to deal with people sensitively, tactfully, diplomatically and professionally
- Excellent computer skills, MS-Office preferable and proficient in the use of internet and email
- Able to work well under pressure and meet deadlines
- The ability to communicate in Oji-Cree or Ojibway is an asset but not required.
Wasaya Airways LP thanks all applicants for their interest but only those selected for an interview will be contacted.
Upon request, accommodations are available throughout the selection process.
Wasaya gives preference to Indigenous peoples.
Work Location: In person
