What Youll Get to Do
The Reservation Supervisor will be responsible for overseeing the day-to-day operational performance of the Reservations department and ensuring consistent achievement of customer service standards and contractual obligations of service targets. This role will provide leadership and operational direction to ensure a high-quality customer experience.

Operations:

• Oversee the reservation staff. This may include, but is not limited to, hiring/recruitment, onsite training, Company/departmental orientation, scheduling, approval of payroll, identifying need for resources and where they are to be allocated (shift times/blocks), and disciplinary/terminations as required
• Facilitate annual performance reviews with team members and follow up on goals, objectives and development plans as set forth in each review
• Organize and coordinate staff work assignments daily (pass bureau, medical bookings, E-Tkt database queue, etc.)
• Organize and facilitate monthly staff meetings, and procedural reviews as required
• Monitor call queue activity and review daily/weekly Mitel reports to identify areas of need or corrective actions for service targets and/or failures
• Assist with the development, organization and facilitation of initial and recurrent training required for Reservation staff and CSAs as required
• Be knowledgeable of Calm Air’s computerized reservations system, flight schedule, fare products and rules, and the policies and procedures as found in the CSA Manual
• Be knowledgeable of policies and procedures and assist staff with the understanding and implementation of such
• Assist agents with procedural/policy problems or with questions or problems during irregular operations as required
• Assist with audit and resolution of Amelia related inquiries as per requests received through ESS Finance
• Assist with recommending/allocating resources based on contractual requirements/special projects (i.e., DHSS, alerts and GDS support)
• Responsible to assist with producing procedural memos and help create/update policy, procedure and guidance material as required
• Assist with Groups and Corporate support as required
• Other duties as assigned

Financial:

• Assist with annual department budget for Reservations
• Assist with monitoring and analyzing monthly expenditures to ensure within budget and on target
• Monitor overtime bi-weekly and report to the Customer Service Manager on reasons for overtime
• Adhere to all financial internal controls
• Monitor department manpower to ensure within budget and seek approval for replacement/increase
• Engage in ongoing cost reduction analysis within your department

Safety:

• Actively support the safety management system by following SMS processes and encouraging a safety reporting culture
• Promote occupational health and safety and participate in safety training
• Proactively communicate hazards and SMS initiatives within your department

Leadership:

• Change management leader – execute change while supporting employees through communication, listening and actioning
• Lead and develop staff
• Provide guidance, coaching and support to staff
• Embark on employment equity initiatives; engaging with all employees to promote employment equity and encouraging employees to undertake the self-declaration survey updating as necessary
• All levels of the organization share responsibility for human rights within the organization overseeing and promoting continuous improvement on human rights and employment equity initiatives.

MANAGERS, SUPERVISORS AND LEADS – have been delegated the authority and are responsible to the Department Head to actively identify hazards and deficiencies and report through the SMS (Safety Management System) Program reporting system. Communicate with all personnel within their respective department and other departments as required to maintain effective day to day activities. Ensure regulatory and company standards are maintained. Assist in the development and maintenance of company processes and procedures. (Quality Assurance activities)

Carry out their duties safely within regulatory and company standards, policies, processes, and procedures as trained. Use safety equipment (tools, Proper Protective Equipment etc.) as provided. Actively identify and report hazards and deficiencies (when in doubt report). Assist in development of company processes and procedures as required.

Skills & Experience We Value

• High school diploma or general education degree (GED)
• 5 years’ previous experience in customer service preferable within aviation
• Previous leadership experience
• Must possess strong critical thinking and analytical skills
• Proficiency with InteliSys Amelia reservations software required
• GDS knowledge required
• Proficiency with Microsoft Office (Outlook, Word, Excel) required
• Excellent verbal and written communication skills
• Ability to develop cooperative working relationships internally and externally
• Highly organized and meticulous with detail
• Must be able to work independently and within a team environment
• Ability to work well under pressure
• Ability to acquire all required security clearances
• Inuktitut language considered an asset
• Preference given to Inuit Land Claims Beneficiaries