• 07-Aug-2018 to 06-Oct-2018 (EST)
  • Burlington, ON, CAN
  • Salary
  • Full Time

Full Benefits

Job Summary:

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 Operation at Toronto Pearson International Airport.


Position Summary:

Reporting to the Vice President of Aviation and Transportation the Manpower Planning Manager is responsible for the leadership, oversight and direction of a centralized Manpower Planning Unit, which consists of a team of advance and real-time Manpower Planning/Scheduling Specialists. The Manpower Planning Unit is responsible for forecasting, planning and scheduling the effective utilisation of the A.S.P. workforce, ensuring that shifts are aligned to client/customer contractual requirements and service standards and that overtime is controlled/minimized through effective scheduling strategies.

The centralized Manpower Planning function is at the heart of the A.S.P.s operational service delivery model as it supports the various Operational Service Delivery management teams by working closely with them to understand their Manpower needs and challenges and creating staffing solutions and alternatives that ensure the proper allocation of appropriately trained/certified resources are available to deliver a premium service consistent with contractual obligations and client needs and expectations. The Manpower Planning unit also provides management support for integrated/shared services, including Accounts Receivable, Payroll and Human Resource processes.

Responsibilities and Duties:

  • Responsible/accountable for the oversight, leadership, direction and management of all aspects of delivery of Manpower Planning services " includes people, processes, tools/technologies, and performance management. Manages and conducts training and skills development, coaching/mentoring of staff, workload distribution/assignment and performance reviews (probationary and annual). Consults with Human Resources in areas related to departmental recruitment, disciplines, and terminations.). Plans, coordinates and monitors all Manpower Planning team activities in collaboration with the various Operational Service Delivery Managers and Client representatives and responds to, investigates and resolves all scheduling issues, challenges or conflicts in a timely and efficient manner.
  • Develops, executes and continually refines an effective Manpower Planning Program which includes forecasting and forward planning and analysis activities as well as advance and real-time scheduling to meet routine, peak/seasonal period demands, ad-hoc/emergency service requests, schedule changes, new service contracts/call-ups and to address the challenges associated with vacation leave, attendance/absenteeism, staff training at various client sites. The goal of Manpower Management is to meet contract requirements and service level goals, maintain coverage at all times, maximize efficiency and employee satisfaction, and optimize operating results while ensuring avoidable overtime is kept to a minimum.
  • Develops and executes strategic Manpower Planning tasks (mid to long term capacity planning, business improvement through technology/process changes, long range leave/training planning, recruitment need forecasting, what if scenario modelling) utilising the Workforce Management (InTime) software to its full extent.
  • Tracks and proactively incorporates employee training/certification, licensing requirements into the schedules as well as scheduled vacation and personal leave requests. In addition, manages other last minute or emergency leave issues such as sick leave, bereavement or family related leave as well as employee suspensions/terminations to mitigate the impact on the day-to-day schedule and ensure adequate staffing of appropriate qualified and trained personnel. Recommends removal of employees from posts/positions based on client complaints, attendance problems or other performance issues;
  • Fosters and maintains effective and collaborative working relationships/partnerships with key internal personnel (HR, Payroll, Accounting and Operations) to coordinate activities, identify and resolve cross functional team discrepancies, mitigate challenges, address potential or actual process/procedure or performance gaps; ensure accurate timekeeping, payroll and billing data; identify resourcing requirements/needs; respond to unforeseen operational events and to proactively seek to improve integrated processes/systems to ensure business and operational integrity;
  • Works closely with Operational Service Delivery teams to understand their client business drivers and contractual requirements to properly reflect Manpower assignment allocations in site schedules in order to ensure we continually remain within contractual tolerance and to highlight where we are not and provide options/recommendations to support resolution;
  • Participates in new employee on-boarding/orientation and training process and ensures a high standard of management & employee training, knowledge and awareness of the workforce management and employee scheduling tools/software;
  • Establishes and implements a system of monitoring, auditing, tracking, recording and reporting performance/quality assurance against established Key Performance Indicators (KPIs) to ensure consistency and quality of service and achievement of contractual requirements, standards and metrics. Continually assesses the operation, performs gap analysis and identifies trends and/or root causes of problems; investigates forecast and/or schedule deficiencies and develops and implements appropriate corrective action plans. Prepares monthly, quarterly and annual reports and regularly reviews service and performance metrics with A.S.P. Senior management team as well as Operational Service Delivery Manages client to gauge performance improvements over time;
  • Creates, maintains records and prepares and delivers reports to Senior Management and Operations Management teams relative to actual or projected Manpower utilization, KPIs such as Attendance, Overtime, etc. and provides commentary highlighting challenges, problematic areas, issues or trends to provide insight and value relative to workforce and shift performance;
  • Ensures compliance with all company and client policies and standards, contractual obligations as well as government regulations, inclusive of ISO, Health and Safety, Security, Official Languages, Inclusivity and Accessibility standards;
  • Drives and continually promotes a culture continuous improvement/innovation which leverages best practices, technology and new ideas and initiatives to improve services/processes which benefit both the business and clients;
  • Participates in the implementation of the company employee engagement program aimed at empowering employees, fostering a culture of continuous improvement, collaboration and innovation inclusive of employee recognition and reward programs and events/activities to celebrate success;
  • Supports/participates in preparation for union contract negotiations; annual/seasonal shift and vacation bids and associated labour dispute contingency plans;
  • Performs other duties as required or assigned which are reasonably within the scope of the duties enumerated above.

Qualifications and Skills:

  • Inspirational leader and role model with a proven track record of creating a highly motivated, engaged, cohesive and empowered workforce;
  • Excellent oral and written communication, presentation and facilitation skills with a proven ability to conduct professional business communications;
  • Strong customer service, conflict resolution and interpersonal skills with an unrelenting commitment and passion for service excellence;
  • Strong organization, planning, time management, skills and ability to work under pressure in a fast-paced and challenging environment;
  • Must be able to multi-task, be detail oriented, flexible/adaptable, and possess the ability to balance conflicting priorities and work creatively to deliver against tight timelines and resolve issues/problems as they arise;
  • Skilled and knowledgeable in Manpower Planning techniques and tools with exceptional analytical and statistical skills and a detailed knowledge of forecasting, scheduling and real-time Work Force Management (WFM) disciplines;
  • Highly collaborative with strong negotiation and influencing skills and ability to gain trust and respect with a diverse group of people at all levels;
  • Results driven, commercially aware and committed to high personal standards with a desire to achieve and develop both self and others. Ability to demonstrate results, which reflect both quality delivery as well as ability to plan for and accommodate high and sometimes continuously fluctuating Manpower/scheduling requirements;
  • Highly resourceful, solutions oriented with the ability to successfully manage under pressure and respond to critical or changing priorities;
  • Excellent innovation skills " ability to make changes to operation as needed to improve work environment and team performance;
  • Strong and proficient with Microsoft Office Windows based programs (Word, PowerPoint, etc.) with expert skills in Excel for modelling and scenario planning;
  • Initiative, integrity, tact and judgement;
  • Enthusiastic, energetic and fast-learning, with positive attitude to work; friendly personality that shows confidence and pride in delivering excellent service;

Education and Experience:

  • A bachelors degree in mathematics, economics, statistics, business or equivalent combination of education and work experience sufficient to perform the essential functions of the position;
  • Five (5) years of management/leadership experience, preferably in a 24/7 operational Manpower Planning environment
  • Strong experience/expert skills in working with Workforce Management software;
  • Minimum of 2 years people management/leadership experience in a position requiring strong organization, coordination, collaboration, prioritization and scheduling skills including a solid knowledge of KPIs, performance management, change management and process improvement;
  • Working knowledge of Human Resource principles and practices and experience in the interpretation of Collective Agreements.


Health & Dental Benefits



In addition to salary, a bonus of up to $15K will be offered.

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