ASP Inc
  • 16-May-2018 to 23-May-2018 (EST)
  • Mississauga, ON, CAN
  • Hourly
  • Full Time

Full Benefits


A.S.P. Incorporated is powered by our people.  We embrace change, challenge and client expectations and strive for an environment which creates a culture of constant improvement.

A.S.P. Incorporated currently employees approximately 1000 employee and we have been providing security and customer services to clients in Ontario and Alberta for the past 18 years. 

We are currently seeking a Customer Service Shift Supervisor with operational, ground transportation and/or customer service experience within our Groundside Operation at Toronto Pearson International Airport. 

POSITION SUMMARY:

The Customer Service Supervisor (CSS) is a 24/7/365 position responsible for the management, direction, supervision and coordination of the day-to-day Groundside Service operation within their assigned Terminal, including the coordination of all Day of activities with the client Operations team. 

Customer Service Shift Supervisors are mobile and responsible for moving between zones/locations to provide operational oversight, monitoring and inspection and will respond to issues, concerns, events and activities.  The CSS is a working supervisor and will step in when assistance is needed to support frontline staff.

Duties & Responsibilities:

  • Responsible for the administration and operational control of the entire curbside of their respective Terminal;
  • Leads, coaches, trains, guides, supports and disciplines employees;
  • Keeps client Day of Operational team apprised of any issues that may impede the effectiveness of the daily operation and coordinates all day of activities/events with the client operations team.
  • Maintains service quality and performance standards to identify and address issues/challenges and adjusts schedules and processes to respond to issues and mitigate passenger service impact;
  • Management of the Groundside planned Day of Shift schedule (including location assignments/rotations) to ensure all posts/positions are full manned and to adjust employee work assignments/schedules to address fluctuating demands;
  • Monitors operations at the various locations/positions within their assigned Terminal to ensure vehicular flow and queue management standards/targets are being achieved and to proactively identify and address any flow or passenger service issues in a timely manner; 
  • Responsible for groundside operations service related incident, event and complaint management including communication/coordination with client operations;
  • Ensures service related procedures and protocols are accurate and kept up-to-date at all times;
  • Prepares daily operational shift reports; incident/event reports and completes Daily Performance Audit reports to measure service levels and employee performance;
  • Leads, coaches, trains, guides, supports and disciplines employees;
  • Ensures staff comply with all applicable company policies/procedures as well as airport safety, security and operational procedures and regulations as they relate to the contract.

Note:  This list of responsibilities and functions is not exhaustive. A.S.P. Inc. reserves the right to supplement this list, particularly if the scope of duties in this position changes.

POSITION REQUIREMENTS

Education and Experience

  • Grade 12 High School Diploma or acceptable equivalent work-related experience.
  • Three (3) years experience in a supervisory role in a similar enforcement, customer service and/or operations field, preferably in an International Airport environment or a public facility of a similar size and complexity.   
  • First Aid and CPR certification  

Qualifications

  • Candidates applying for this position must be:
    • 21 years of age or older;
    • A Canadian Citizen or Landed Immigrant;
    • Have a clear criminal record;
    • Able to obtain and maintain a valid Transportation Security Clearance and a Toronto Pearson Restricted Area Identity Card (RAIC);
    • Possess a valid Ontario Provincial Drivers Licence;
    • Licenced by the Province of Ontario as a registered Security Guard
    • Able to work a rotating shift schedule on a 24/7 basis

 

Skills, Abilities and Personal Suitability

  • Demonstrated supervision and coaching skills
  • Effective interpersonal, customer service and conflict resolution skills with an unrelenting commitment and passion to client/customer service excellence
  • Ability to address Day of performance management, manpower allocation and resource optimization requirements
  • Ability to effectively communicate in English (both oral and written form)
  • Strong problem solving, negotiation and decision-making skills
  • Ability to influence, collaborate and negotiate cross organizationally to achieve results;
  • Highly resourceful, innovative & solutions oriented " ability to drive process improvement and respond to critical or changing priorities;
  • Technically adept at using technology and experienced in working with automated processes.
  • Competent computer skills in MS Office applications " Email, Word and Excel

Assets

  • Bilingualism (English/French);
  • Airport Operations and/or Ground Transportation experience;
  • Possession of a valid Transportations Security Clearance and Airport RAIC (Restricted Area Identity Card);
  • Municipal Law Enforcement Officer (MLEO) designation
ASP Inc
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