Duty Supervisor, Customer Service

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

Benefits offered by this job

Extended health insurance

Dental insurance

Life insurance

Disability coverage

Retirement plan

Travel privileges

Cargo shipping privileges

Advancement opportunities

Job summary

Canadian North in Yellowknife, NT is seeking a Supervisory role to support Customer Service Manager in airport operations. You will help manage daily tasks, supervise staff, ensure safety and on-time performance, and coordinate training and onboarding while upholding company policies.

The position requires travel willingness and local residency considerations. You will oversee payroll, scheduling, and compliance, while coordinating with multiple departments to deliver quality service and secure

Qualifications

• High School diploma or equivalent related work experience.
• Two (2) years of previous experience.
• Fully proficient computer skills (MS Office) 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.

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

MS Office

Skyline

Sabre

Leadership

Customer service

Communication

Education

High School diploma

Tools

Skyline software

Sabre system

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.