Duty Supervisor, Customer Service

Canadian North Inc.; Yellowknife; On-site; CAD 65,000 - 90,000; Full time

Job summary

Canadian North Inc. in Yellowknife, NT, is seeking a capable supervisor to support the Customer Service Manager in airport operations, safety and on-time performance.

You will oversee daily activities, coach staff, and ensure compliance with company policies while delivering excellent customer service. Reporting to the Regional Manager, YZF, you will coordinate scheduling, onboarding, and payroll tasks, and participate in safety investigations as needed.

Qualifications

• High School diploma or equivalent related work experience.
• Two years of previous experience in airport operations or similar.
• Fully proficient with MS Office; Skyline and Sabre experience preferred.
• Strong leadership and customer service mindset; union environment a plus.

Responsibilities

• Oversee flight operations and airport activities to meet regulatory, company and customer requirements.
• Ensure training compliance for airport staff and coordinate initial/recurrent training.
• Assist with scheduling, payroll review, attendance management and onboarding.
• Support investigations and reporting of safety events; contribute to safety reviews.
• Coordinate with other departments to maintain on-time performance and customer satisfaction.
• Provide coverage for other stations and participate in after-hours support as needed.
• Ensure compliance with Station Controls and Internal Audit Standards.

Skills

Two years experience

Education

High School diploma

Tools

Skyline

Sabre

Job description

At Canadian North, we don't just fly planes, we connect people, deliver essential goods, and support 25 northern communities that rely on us every day. Whether you're on the ground or in the air, working with us means being part of something bigger.

You’ll help strengthen communities, honor Indigenous cultures, and bring vital services to some of the most remote and remarkable places in Canada.

Why You’ll Love Working With Us

• Extended health, dental, and life insurance (after 1 month)
• Short- & long-term disability coverage (after 1 month)
• Retirement savings plan (after 6 months)
• Travel privileges with Canadian North (after 1 month) and partner airlines (after 6 months)
• Cargo shipping privileges (per company policy)
• Opportunities for advancement within a trusted Canadian airline

About this position

To support the Customer Service Manager in the effective management of airport operations through a strong commitment to safety, customer satisfaction, operational excellence, and team leadership. This includes monitoring daily activities, assisting with employee supervision and coaching, ensuring compliance with company policies and procedures, supporting on-time departures and arrivals, addressing customer service issues, and performing administrative responsibilities to ensure the smooth and efficient operation of the station.

Reporting to: Regional Manager, YZF

DUTIES AND RESPONSIBILITIES:

Must be able to perform, but not be limited to, the following duties and responsibilities:

• Provides oversight to all flight operations and ensures airport operations are performed in accordance with regulatory, Company and customer requirements;
• Responsible to ensure all airport employees are compliant for training (e.g. safety, regulatory, departmental, security, etc);
• Coordination of and participation in the delivery of initial and recurrent training of employees;
• Provides support functions including, but not limited to: scheduling/roster planning, overtime requirements, attendance management, timesheet/payroll review, uniform ordering/distribution, interviewing etc;
• Participate in investigations and assessments related to safety occurrences;
• Submit and review reports in regards to safety events;
• Coordinates with other departments to ensure customer satisfaction and on time performance;
• Conduct and/or coordinates new employee orientation and onboarding;
• Coordinate customer invoicing for adhoc/third party services/equipment;
• Responsible for compliance with Station Controls and Internal Audit Standards;
• Scheduling, approval of payroll and time off requests;
• Airline Operators Committee (AOC) alternate;
• On-call after hours support as required;
• Provide relief coverage / support in the same capacity as listed above for other stations (up to 20% of time);
• Other duties as assigned.

SKILLS AND QUALIFICATIONS:

Include, but not limited to, the following minimum skills and qualifications:

• High School diploma or equivalent related work experience;
• Two (2) years of previous experience;
• Fully proficient computer skills (MSOffice) and superior operating knowledge of Skyline, Sabre (preferred);
• Demonstrated operational experience, including airport operations, load control, SMS (AQD), etc;
• Commitment to excellent internal and external customer service;
• Strong organization skills and ability to manage multiple priorities and deadlines;
• Excellent interpersonal and communication skills (written and spoken);
• Excellent leadership skills with the ability to coach, mentor and motivate;
• Willingness and ability to travel;
• Experience supervising in a unionized environment (preferred);
• Valid driver's license is required;
• Ability to obtain and retain an Airport Restricted Area Identity Card in accordance with the Airport Restricted Area Access Clearance Program regulated by Transport Canada.

Accommodation During the Recruitment Process

Canadian North is committed to creating an inclusive and accessible workplace. Accommodation is available upon request at all stages of the recruitment and onboarding process. If you require accommodation, please email [e-mail] and we will work with you to meet your needs.

Please note: Relocation assistance is not available for this position. The successful candidate must be located in Yellowknife, NT.