AirlIne Senior CSA

Aviation Indeed™️; Toronto; On-site; CAD 70,000 - 90,000; Full time

Job summary

A leading company in the aviation industry is seeking a Duty Manager in Toronto to oversee daily operations. The ideal candidate will have strong leadership skills and experience in airport management. Responsibilities include supervising operations, crisis management, and ensuring customer satisfaction. Join us to contribute to operational excellence in a dynamic environment.

Qualifications

• 5-10 years of leadership experience in airport operations or airline management.
• Ability to handle high-pressure situations and make quick decisions.

Responsibilities

• Supervise day-to-day airport operations including check-in and boarding.
• Manage unforeseen events and ensure compliance with safety protocols.
• Lead a team of airport staff and enhance customer service.

Skills

Leadership

Communication

Problem Solving

Decision Making

Organizational Skills

Education

Bachelor's degree in Aviation Management

Bachelor's degree in Business Administration

Tools

Airport Software

Communication Tools

Office Applications

Job description

Position Overview

We are seeking an experienced and dynamic Duty Manager to oversee daily airline operations for our client in Toronto. The Duty Manager will play a pivotal role in ensuring smooth operational activities, responding to real-time situations, and maintaining high levels of customer satisfaction. This position requires excellent leadership skills, quick decision-making abilities, and a strong commitment to operational excellence.

Key Responsibilities

1. Operational Leadership: Supervise and manage day-to-day airport operations, including check-in, boarding, ground handling, and aircraft turnaround processes. Ensure compliance with operational standards, safety protocols, and industry regulations.
2. Immediate Response: Address unexpected operational disruptions, flight delays, cancellations, and other issues promptly and effectively. Make swift decisions to minimize passenger inconvenience and maintain on-time performance.
3. Team Management: Lead and guide a team of front-line airport staff, including customer service agents, ground handlers, and operational personnel. Provide training, coaching, and support to ensure operational excellence and exceptional customer service.
4. Crisis Management: Manage unforeseen events, emergencies, and security incidents in real-time, implementing contingency plans as needed. Maintain a calm demeanor and efficient communication during high-pressure situations.
5. Flight Coordination: Collaborate closely with flight crews, ground handlers, and air traffic control to ensure smooth flight operations and timely departures.
6. Resource Allocation: Effectively allocate airport resources, personnel, and equipment to optimize operational performance and customer satisfaction.
7. Customer Service: Ensure passengers' needs, inquiries, and concerns are addressed promptly and professionally. Oversee the customer service team to enhance the overall passenger experience.
8. Communication: Foster clear communication between airport departments, airline personnel, and external stakeholders to ensure coordinated operations.
9. Performance Monitoring: Monitor key performance indicators (KPIs) related to operational efficiency, on-time performance, and customer satisfaction. Analyze data to identify trends and opportunities for improvement.
10. Regulatory Compliance: Maintain up-to-date knowledge of aviation regulations and industry standards to ensure ongoing compliance. Ensure adherence to safety and security protocols.
11. Collaboration: Collaborate with other Duty Managers, supervisors, and departments to ensure consistent and efficient airport operations. Build and maintain positive relationships with airport authorities and other airlines.

Qualifications

• Bachelor's degree in Aviation Management, Business Administration, or related field (preferred).
• Proven experience in airport operations, customer service, or airline management, with 5-10 years of leadership experience.
• Strong leadership skills and the ability to manage and motivate a diverse team.
• Excellent communication, problem-solving, and decision-making abilities.
• Proficiency in using airport software, communication tools, and office applications.
• Ability to handle high-pressure situations, make quick decisions, and prioritize tasks.
• Strong organizational skills and attention to detail.
• Willingness to work flexible hours, including evenings, weekends, and holidays.

If you are a proactive and results-oriented professional with a passion for aviation and operational efficiency, we invite you to apply for the position of Duty Manager. Join our team and contribute to the success of one of the industry's leading airport operations.