Specialist, AOCC (Multiple Term Opportunities - One Year)

Greater Toronto Airports Authority; Toronto; On-site; CAD 52,000 - 74,000; Full time

Job summary

The Greater Toronto Airports Authority (GTAA) is hiring a Specialist, Airport Operations Control to support 24/7 operations at Toronto Pearson. You will dispatch resources, monitor multiple airport systems, and act as the central contact for airport communications, using CAD to track events and coordinate responders.

You will also record event status, follow up on incomplete events, and train new staff. The role requires strong teamwork, clear communication, and the ability to work shifts in a

Qualifications

• Four (4) years of experience in an operational environment, preferably aviation, emergency services, or dispatch.
• Experience with CAD or related software preferred.
• Post-secondary education or acceptable combination of education and experience.
• Ability to obtain Transport Canada Security Clearance.

Responsibilities

• Dispatch resources and provide status updates per operating procedures.
• Monitor airport systems and coordinate responses based on SOPs.
• Serve as central point of contact for airport communications via radio and phone lines; use CAD to track events and assign responders.
• Record event status and escalate or follow up as required.
• Train new personnel on the job and review ad hoc requests from the airport community.

Skills

Emergency procedures knowledge

Customer service

Keyboarding 35 wpm

Multitasking

Communication skills

Education

Post-secondary education or equivalent

Tools

CAD (Computer Aided Dispatch)

MS Office (PowerPoint, Word, Access, Excel)

Job description

The Greater Toronto Airports Authority (GTAA) is a unique and dynamic place to work, with a bold plan to make Toronto Pearson, Canada’s leading global hub airport, a global leader in airport performance, customer care and sustainability. Together with our partners, approximately 2,100 GTAA employees are working to create a next-generation airport by innovating in all we do and striving for the most uplifting, safe and efficient experience for our passengers – all while championing the prosperity of our people, the community we call home, and our aviation partners. Join us on our journey together, as we put the joy back into travel and make Toronto Pearson the chosen place to fly and work.What's in it for you!As a GTAA employee, you’ll have access to amazing benefits, including retirement planning, comprehensive group health benefits, employee assistance programs (EAP), paid leave, education and training, as well as recognition and rewards programs.What you can expect from this position:Reporting to the Manager, Airport Operations Control, the incumbent will be responsible for: answering and responding to telephone calls and radio channels with call types varying between emergency response and demand maintenance requests.As a Specialist, Airport Operations Control, you will:

• Dispatch resources as required and provide status updates based on established operating procedures.
• Monitor and interpret multiple airport monitoring systems and react to information received based on established standard operating procedures.
• Act as a central point of contact for airport communications by monitoring multiple radio channels and phone lines; operating CAD (computer aided dispatch) program to track events; determining the appropriate responder(s) or resource to attend to an operational activity and keep impacted management and stakeholders informed.
• Monitor the event,record event status and perform follow up actions to determine the status of incomplete events and report findings and elevate as required for appropriate follow up action.
• Train new personnel on the job on an individual basis, review and processes ad hoc requests from the airport community for action.

This unionized position is classified at the Band 7 level, with an hourly wage range of $45.97 based on a 37.5 hour work week. As part of the recruitment process, you will be required to complete a test.This is the role for you, if you have:

• A minimum of four (4) years of experience in an operational environment, preferably within aviation, emergency services, or a call center/dispatch setting.
• Experience in a maintenance management environment is considered an asset.
• Demonstrated experience in customer service, interacting with stakeholders, multi-tasking, strong computer and computer keyboarding skills.
• An acceptable level of computer keyboarding skills will be required to successfully pass a keyboarding skills test, obtaining a minimum of 35 words per minute with 90% accuracy.
• Experience working with a CAD (computer aided dispatch) or related software is preferred.
• A post-secondary school education or an acceptable combination of education and/or experience.
• Ability to obtain and retain Transport Canada Security Clearance.

Knowledge and skills you bring, that set you up for success:

• Knowledge of standard Emergency Response Procedures, Airport Maintenance Protocols and Standard Operations Procedures.
• Knowledge of airport operations, including airport grounds, familiarity with airside, terminal and groundside layouts, as well as the roles and responsibilities of GTAA resources, tenants and other agencies operating at Toronto Pearson.
• Ability to multi-task, troubleshoot and resolve issues, be proactive in mitigating potential operational issues, work in a stressful environment, must be able to adapt quickly in a fast-paced environment, be adaptable to change, respond to conflicting demands and changing priorities in a diplomatic manner.
• Strong problem-solving skills, sound judgment in a customer centric environment, strong ability to concentrate in a hectic environment and to handle multiple priorities with excellent attention to detail is essential.
• Strong communication skills (oral, written, and listening) and possess a customer–service background with demonstrated decision making skills in a challenging and dynamic environment.
• Proficiency with MS Office (Power Point, Word, Access, and Excel).
• Ability to work on a rotational shift schedule – 5 days on, 3 days off covering 24 hours a day, 7 days a week, including stats which will include an option to work overtime before or after regular shift or being called in to work on regular days off.

The GTAA is committed to Employment Equity and maintaining a diverse, equitable and inclusive workplace where everyone can thrive.