ASP Inc
  • 11-Jul-2017 to 09-Sep-2017 (EST)
  • Mississauga, ON, CAN
  • Salary
  • Full Time

Full-benefits


PURPOSE:

Reporting to the Operations Manager, Operational Support Service (OSR) the Quality Oversight Manager is responsible for ensuring the quality standards of a contracted Operational Support Service Delivery operation at Toronto Pearson International Airport which is focused on operational and passenger service excellence. The OSR service delivery team consists of Shift Managers, Zone Supervisors and Operational Support Representatives (OSR's) who support the Terminal passenger processing operation, including passenger flow, queue management and access control into the various processing areas within the Terminals, while providing exemplary customer/passenger services. This is a 24/7 rotating shift position within Toronto Pearson International Airport and the Quality Oversight Manger is responsible for moving between zones to monitor, direct, oversee and coach the real time operational aspects of OSR services and resources.

The Quality Oversight Manager is responsible for the operational oversight of OSR operations and activities which includes: achievement of daily work plan and priorities, resource allocation optimization, performance management/monitoring, on-the-job training and coaching front line team, performance/quality assurance monitoring and inspection, compliance with policies/plans/procedures and for responding to changing demands or emerging operational issues, events or activities which affect/impact OSR operations.

DUTIES:

  • Remain on floor for 85% of allocated shift time providing oversight, coaching, mentoring and correction to frontline staff. (Coach, mentor, correct & foster quality teamwork.)
  • Promote quality standards of professionalism within the OSR Team.
  • Measure and evaluate the quality of service being delivered.
  • Monitor and adjust implemented actions to correct and/or improve performance.
  • Execute knowledge checks with frontline personnel to ensure effective communication of client requirements.
  • Intervene immediately if a noncompliance is noted.
  • 10% of time will be allocated to administration and management of special projects such as the support of document control activities or Emergency Procedures and procedure implementation planning.
  • Attend professional development sessions and client meetings as required.
  • Support and participate in investigations relating to service or procedural failures.
  • Maintain an intimate awareness of client Standard Operating Procedures and performance updates.
  • Add a quality focus to briefings and other communications with personnel.
  • Ensure all quality documents are filed, saved, organized and identifiable. Ensure document compliance in accordance with ISO Standards.
  • Execute audits as assigned.
  • Oversee Service Level Agreements to ensure that client expectations are met or exceeded.
  • Liaise with OSR Agents, Supervisors and other employees to ensure quality service
  • Positively respond to questions and concerns
  • Provide feedback in a positive manner.

AREAS OF PERFORMANCE MEASUREMENT:

Leadership

  • Trains, coaches, develops and supports front-line staff and OSR Management Team
  • Provides effective and inspiring direction, that creates a shared vision and works cross-organizationally to achieve exceptional customer service and operational excellence every day;
  • Highly visible, accessible team member who consistently trains, coaches, mentor and supports the front-line team
  • Fully supports an participates in the development and implementation of the Employee Engagement and Recognition/Reward programs
  • Conducts employee performance reviews and prepares Performance Evaluation reports on target
  • Takes appropriate disciplinary action when required

 Knowledge

  • Develops and maintains a high working level knowledge of Terminal Operations relative to passenger flow and processing operations and procedures, sterility regulations for the mixing of passengers as well as the various support services and technologies related to the delivery of OSR services
  • Keeps informed/abreast of new or changing Terminal developments and services
  • Familiar with the Airport Service Quality (ASQ) measures and relationship/impact on OSR service delivery
  • Familiar with and actively supports the Toronto Pearson Airports "I am Toronto Pearson" program

Aptitude

  • Critical thinker with an improvement mindset and a bias for action
  • Knows and understand the business from a operational perspective
  • Continuously seeks opportunities to improve processes and procedures

Customer Service/Public Relations

  • High degree of proficiency with respect to customer service
  • Proactively collaborates/partners with the GTAA Terminal Operations manage day of activities and challenges
  • Strong interpersonal and relationship management skills - establishes trust, respect and credibility within the airport community
  • Demonstrates passion for passengers by ensuring all OSR activities and programs resonate with passenger being the priority
  • Effectively investigates, resolves and/or escalates client/customer service issues, concerns or complaints
  • Maintains currency in all mandatory training including Coaching/Customer Service Leadership.

POSITION REQUIREMENTS:

Education and Experience

  • Post-Secondary education with a Certificate, Diploma or Degree or equivalent work related/industry experience.
  • Minimum of 2-3 years' experience in a management or supervisory role, preferably in a customer service and/or airport/airline operations environment.
  • People management and operations experience with a strong focus on metrics, including a solid knowledge of KPI's and SLA's

Qualifications

  • 21 years of age or older
  • Legally authorized to work in Canada
  • Have a clear Criminal Record
  • Physically capable of performing all duties as set out in Job/Position Description
  • Able to obtain and maintain a valid Transportation Security Clearance and Toronto Pearson Airport Restricted Area Identity Card (RAIC)
  • Able to work a rotating shift schedule, including nights, weekends and statutory holidays
  • Successfully complete all initial and recurrent company training (initial training is a pre-requisite for employment

 Skills, Abilities and Personal Suitability

  • Superior communication skills (oral and written).
  • Excellent interpersonal, customer service and conflict resolution skills with an unrelenting commitment and passion to customer service excellence
  • Strong people leadership skills and ability to motivate, engage and empower front-line team
  • Strong organization, planning, time management skills, negotiation, problem solving and decision making skills
  • Competent computer skills in MS Office applications Email, MS Word and Excel in particular.
  • Technically adept at using technology and experienced in working with automated processes.
  • Self-directed/driven, highly resourceful, organized, detail and solutions oriented with the ability to successfully manage under pressure, drive process improvement and quickly respond to conflicting demands and changing priorities in a professional and diplomatic manner
  • Thrives in a complex, high demand, fast-paced, agile complex operational and customer-centric environment
  • Innovative and continuous improvement mindset - Skilled in identifying unique problems in Service Delivery operations and formulating and recommending innovative solutions to best meet client needs
  • Proven skills in scheduling and resource allocation/optimization
  • Ability to forge strong relationships with clients and stakeholder groups to influence, collaborate and negotiate with external stakeholder groups to achieve results
  • Demonstrates a high level of honesty and integrity and exhibits a professional, positive and courteous manner at all times.

 ASSETS

  • Based on equal qualifications, preference may be given to bilingual (English/French) candidates
  • Airport/Terminal Operations experience is highly desirable
  • Possession of a valid Transportation Security Clearance and an Airport Restricted Area Identity Card (RAIC) is an asset
  • Valid CPR and First Aid Certificate is an asset
  • Prior experience with scheduling and/or manpower planning systems preferred

REPORTING LINES:

  • Reports directly to the Operations Manager, Operational Support Service.
  • Works in conjunction and with Shift Managers, Zone Supervisors and Operational Supporrt Representatives.
ASP Inc
  • Apply Now

  • * Fields Are Required

    What is your full name?

    How can we contact you?

    By clicking the button above, I agree to ApplicantPro's Applicant Information Use Policy.

  • Share this Page
  • Facebook Twitter LinkedIn Email
.
Logo Newsletter About us ISO Employee Portal Services Affiliations Contact Careers