Customer Service Manager - Jobs in YWG

Job Description

CUSTOMER SERVICE MANAGERAre you passionate about Safetyamp; Security and seeking opportunities in the development of Security Professionals A.S.P. is looking for an Operations Manager at Winnipeg Richardson International Airport (YWG), who plays a crucial role in overseeing the entire ASP 24/7 Customer Service Operation. The Customer Service function consists of Roving Customer Care, Passenger Processing, Baggage Drop Attendant and Information Booth. This role requires a strategic and dynamic leader who will manage the operations team, ensure efficient service delivery, cultivate stakeholder relationships, and actively participate in events to enhance YWG’s reputation and engagement with its stakeholders.What you will do:

• Lead, mentor, and manage a team of supervisors, and 30-40 Customer Service Representatives cultivating a cohesive and high-performing team culture.
• Provide guidance and support to the operations team, setting clear expectations and fostering a sense of ownership in achieving company and airport authority objectives.
• Ensure adequate bilingual staff on shift and that CSR’s welcome visitors in both official languages
• Devise and implement strategies to enhance operational processes, streamline workflows, and optimize overall efficiency.
• Monitor key performance indicators (KPIs) to ensure operational performance aligns with or surpasses set targets, promptly addressing any deviations.
• Liaise and communicate with the WAA representatives on administrative, operational, and contractual matters to ensure consistency and timely implementation of changes.
• HR Management including recruitment, training, performance assessment and discipline.
• Foster strong relationships with clients, partners, vendors, and regulatory bodies, ensuring open communication and alignment of goals.
• Develop and maintain CSR operations metrics, staffing levels and incidents/issues.
• Continually monitor flight schedules, passenger flow, and queue management to ensure standards are achieved.
• Conduct regular performance evaluations, establish individual and team objectives, and offer coaching and professional development opportunities.
• Ensure adequate staffing levels, training, and qualifications to meet service requirements and demands.
• Ensure compliance with company policies, contractual obligations, industry standards, and government regulations.
• Cultivate a continuous improvement culture within ASP’s YWG team and actively pursue innovations through process improvement, technology and industry best practices.
• Address operational issues, complaints, and deficiencies promptly and efficiently, implementing corrective measures as needed.
• Plan, coordinate, and overseequot;Day of quot; activities, collaborating with client representatives to ensure seamless operations.
• Facilitate procurement, safety, maintenance/tidiness, and replacement of necessary equipment and supplies for service delivery.
• Participate in maintaining the ISO 9001:2015 Quality System and associated reviews and audits.

· Manage and maintain Health and Safety protocols on a daily basis.· Establish and implement a system of monitoring, auditing and tracking service delivery performance/quality assurance.· Instill a robust customer service focus throughout the airport while making every customer interaction a productive and pleasant experience. Focusing on the “Passenger experience”.Who you are:

• Post-Secondary Degree in a relevant business-related field or equivalent work related/industry experience
• Minimum of 3 years #39; experience in customer service management, preferably in customer service and/or airport/airline operations environment
• Experience in a contract management or service delivery role an asset
• People management and experience working with a large team
• ·5+ years operations experience with a strong focus on metrics, including a solid knowledge of KPI #39;s and SLA #39;s
• Bilingual French/English preferred
• Able to obtain and maintain a valid Transportation Security Clearance and Winnipeg Richardson International Airport Restricted Area Identity Card (RAIC)
• Able to oversee and communicate with your operations team on all rotations
• Airport/Terminal Operations experience is highly desirable
• Valid CPR and First Aid Certificate is an asset
• Prior experience with scheduling and/or workforce planning systems preferred

Why you should work with A.S.P:

• We care about our team and their personal and professional success.
• We offer competitive salaries.
• You can have flexible schedules.
• Bonus incentives
• Free airport parking when on shift.

A.S.P. Incorporated is committed to supporting a diverse workforce from various communities within which we operate. We encourage all qualified professionals without regard to race, gender identity, colour, sex, marital / family status, citizenship, religion, sexual orientation, aboriginal status, age, etc. to apply.We hire for PERSONALITY. We train for the job.Powered by JazzHR