Job Description

Please note the following requirements for this position:

Previous airport experience is required. Must be flexible with shift times, including early mornings and late evenings (outside of public transit hours). Must be eligible to work 30+ hours per week. Must have reliable transportation. Immediate availability is required. Must thrive in a fast-paced, high-pressure environment. Experience with radio communication and scheduling is considered an asset.

Summary



The Lead Passenger Assistance Agent assists in communicating policies and procedures within their operation. They assist with directing and coordinating activities to provide a safe environment for employees while maintaining fast and efficient services. This position requires working in a fast paced environment with time constraints to meet arrival and departure goals. A professional and positive image must be consistently displayed by the employee. "Lead by Example" concept is strongly promoted.



Leads must report to work on a regular and timely basis; report directly to the supervisor or manager on shift.



Relay instructions from Operations to all Passenger Assistance Agents. Actively participates in the Safety Management System (SMS) Performs all functions of a passenger assistance agent, as needed. Ensure employees are in compliance with uniform, appearance, and personnel protective equipment policies (uniform cleanliness, jewelry, professional appearance, etc.) Works in conjunction with customer service team and remains within the footprint of each assigned flight to oversee the safe and timely operation.

Responsibilities



Ensure the health and safety of all workers Be knowledgeable about the Act, Regulations, and Guidelines Know work processes, the hazards involved and effective control measures for the hazards Ensure workers are made aware of all hazards known or reasonably foreseeable Ensure workers comply with the Act, the Regulations, etc. Provide/verify workers' training before undertaking new tasks Verify that workers' performance meets expectations for safety Actively seek out emerging hazards Correct improper work activities and conditions Positively reinforce safe/proper work performance Coordination and oversight of aircraft turnaround activities Ensure that processes are delivered within SLA standards and compliance limits while adhering to safety requirements Responsible for the safety and security of all employees

Job Duties



Ensure staff are aware and briefed on new policies, procedures, processes, etc. that are issued by the airlines and company Abide by and ensure integrity of all airline and company policies and procedures Ensure documentation is clear, appropriate, and frequent enough to show a systematic approach Coach, mentor, and train new staff upon completion of classroom and online training through On-the-Job training Take responsibility for the Lead role, and represent the company and the airline client being handled Maintain communication with the Operations Manager and ensure they are notified of any changes to the situation Ensure proper first aid procedures are administered to injured staff and correct reporting procedures are carried out Intelex (Safety Management System - SMS) must be generated and sent out within 3 hours of occurrence Participate in required meetings providing input and recommendations Perform other customer service duties as required Maintain Quality Assurance oversight for operational issues relating to output and safety, providing suitable corrective and/or preventative actions where necessary Ensure staff have access to the Quality Management System information in enabling them to comply with company policies, processes and procedures Ensure employees are adequately trained in Quality Assurance to understand, implement, and maintain all quality objectives as outlined within our Quality Management System. Cooperate fully with Inspectors to achieve quality inspection commitment

Requirements



Must possess a High School Diploma or equivalent Must be at least 18 years of age Worked as a Passenger assistance Agent for at least three (3) months Be legally entitled to work in Canada Ability to work on a permanent basis in Canada Must be able to obtain airport security clearance which includes an extensive check of your last 5 years of employment, criminal record, and residence history Ability to communicate with customers and fellow employees and serve as a team player under all types of conditions providing leadership Ability to perform basic math calculations with time constraints and have attention to detail to ensure optimal accuracy for load plans Must successfully complete airline specific training programs and recertification Perform required airline and company audits upon request Computer skills required Must be able to lift up to 32 kg if required Must be able to stand, lift, bend, for extended periods Must be willing to work with operational noise levels and within the busy airport environment Must be flexible to work various shifts, weekends, or irregular shifts and required to stay if the operation is delayed or late

Core Competencies



Able to work efficiently as part of a team, as well as, independently Successfully multitask and handle changing priorities, while maintaining attention to detail Must have excellent analytical skills, including the ability to meet multiple deadlines Work well under pressure Confident, consistent, decisive personality Excellent communication skills in English (oral and written) Customer and quality awareness focused Able to deal with people sensitively, tactfully, diplomatically, and professional at all times Strong work ethic and positive team attitude

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