Assistant Base Manager

Reporting to the YWG Base Manager, the Assistant YWG Base Manager provides leadership, direction, operational and technical support to individuals within the Customer Service department. The individual is one of the leaders of sales and service management within the department and is responsible to coach, mentor and develop a team of check-in service representatives ensuring that all sales and service standards are maintained, and policies and procedures are adhered to. The Assistant YWG Base Manager provides support and back-up and works closely with the Customer Service - Winnipeg, Cargo/Ramp Manager, Director of Commercial Services and VP of Commercial Operations to ensure that business plans are met and that customers always receive seamless and high-quality service.
The Assistant YWG Base Manager embraces Perimeter's culture of safety and customer satisfaction, ensuring that staff members are actively participating in the Company's Safety Management System.
Personal Characteristics
• Highly flexible, with the ability to respond quickly in a dynamic environment
• Professional and respectful, with a positive work attitude
• Timely with a high level of commitment to on-time performance is essential
• Motivated with the ability to work independently and as part of a team
• Effective verbal and written communication skills
• High level of respect, understanding and regard for First Nations communities
• Able to think critically and act logically to evaluate situations and provide sound judgment
• Able to build and maintain lasting relationships with all departments, business partners and customers
• Strong leadership and supervisory skills
• Superior time management skills, multitasking skills and the ability to prioritize tasks
• High level of integrity, confidentiality and accountability
• Strong problem solving and analytical skills
• Able to effectively train and develop personnel within their department
• Willing to take initiative to make personal and organizational improvements
Key Responsibilities and Accountabilities
• Provide coaching, training and mentoring to check-in service representatives and Flight Coordinators, ensuring that service and sales standards are achieved, and customer expectations are surpassed
• Responsible and accountable for preparing and delivering performance plans and reviews for check-in service representatives and Flight Coordinators, ensuring quality customer service is provided, timely and appropriate feedback as well as coaching
• Create a respectful environment that stimulates growth and encourages employees to realize their maximum potential and encourages professional development
• Maintain an optimal level of customer service with check-in service representatives and Flight Coordinators by coordinating day to day duties, staffing schedules such as holidays, lunch hours/breaks, and organizing staff attendance for seminars/training
• Act as an escalation point after Supervisors to resolve customer complaints, refunds, baggage claims
• Ensure that regular audits are performed on processes and procedures followed by his/her staff and keep track of audit results to manage staff performance and determine corrective action plans when necessary
• Conduct documentation audits in accordance with instructions and intervals set by Perimeter's Safety Quality and Security Department, or other departments within the Organization, in order to comply with regulatory governing bodies' requirements
• Provide technical and operational direction and support to check-in service representatives and Flight Coordinators, answer questions and handle customer inquiries or complaints referred by other employees
• Responsible and accountable for maintaining thorough knowledge of relevant Perimeter Aviation LP policies and procedures on internal control and risk management and consistently apply them, ensuring his or her staff applies them as well
• Ensure that Winnipeg Customer Service staff are in full compliance with the Company's training requirements
• Work on projects assigned by the Commercial Service Leadership Service, meeting quality standards and deadlines
• Monitor and audit check-in agents ADS reports, and floats
• Track the balance of the Winnipeg float and ensure that appropriate change levels are available to counter staff
• Prepare and deposit all cash collected daily
• Gather inbound ADS bags and send them to Account in Winnipeg, as per accounting procedures
• Process and distribute accounting memos from Winnipeg
• Responsible and accountable for complying with the duties and responsibilities outlined in the SMS manual for the 'Department Managers'
• Assist and step in for department as required
• Perform additional duties as assigned
Minimum Education, Experience and Certifications
• High school diploma or General Education Degree (GED) equivalent
• Minimum two years of supervisory experience
• Must be able to obtain and maintain any applicable transportation security clearances and additional authorizations
• Experience using Microsoft Office Suite (Outlook, Excel, Word)
• Minimum one year of Previous experience with Aviation Management Software considered an asset (AvAIO preferred)
• Minimum one year of Previous experience with Airline Reservation Software considered an asset (Amelia preferred)
• Perimeter/Bearskin operations experience considered an asset
• Indigenous and Cultural Awareness Training considered an asset
Working Conditions
• Physically able to perform all listed job duties
• Travel by aircraft and other means as required by role
• Fast pace and high energy environment
• Manual dexterity required to use desktop computer and telephone
• Ability to lift to 50 pounds
• Ability to sit for up to eight hours a day
Methods and procedures described or implied in the job profile may be altered to accommodate employees.
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