Position Summary
Reporting to the YWG Base Manager, the Customer Service Supervisor is responsible to provide day-to-day supervisory support in the direction of operational and technical support to both the inbound call centre representatives and check-in service representatives, ensuring that effective and prompt customer service is provided at all times. The Customer Service Supervisor is responsible to provide assistance with the development of sales and service standards ensuring that all sales and service standards are maintained and policies and procedures are adhered to.

Personal Characteristics

Strong leadership with the ability to supervise and direct other employees.

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

Able to handle stressful situations in a calm and effective manner

Customer Service-oriented with a commitment to exceptional service

Strong attention to detail

Willing to take initiative to make personal and organizational improvements

Key Responsibilities and Accountabilities

Assist customers/passengers at check-in counter/via telephone by following policies and procedures as they relate to customer service, e.g. monitoring carry-on baggage, issuing boarding passes and appropriate baggage handling procedures at ticket counter. Effectively handle incoming customer inquiries, booking flights and conveying information via telephone within call centre

Provide friendly,



positive and prompt telephone customer service for customers contacting the call centre, ensuring that sales and service standards are maintained or exceeded at all times, e.g. follow-up on customer inquiries not immediately resolved

Assist customers via telephone by following policies and procedures as they relate to customer service, e.g. booking flights, performing various admin. duties, obtaining passenger information, completing lost baggage searches

Assist with coaching, developing and training of both inbound call centre representatives and check-in service representatives, ensuring that sales and service standards are achieved and customer expectations are surpassed

Provide assistance with the preparation of performance plans and reviews for both inbound call centre representatives and check-in service representatives

Provide assistance with the monitoring and evaluating of both inbound call centre representatives’ incoming calls and check-in service representatives’ counter service, ensuring quality customer service. Coaching both the call centre representatives and check-in service representatives, ensuring that feedback is both timely and appropriate

Provide assistance and support with creating a respectful setting that stimulates, guides and encourages employees to realize their maximum potential, encouraging their career development

Provide assistance in maintaining an optimal level of customer service with both inbound call centre representatives and check-in service representatives by ensuring that the day-to-day duties, staffing schedules such as holidays, lunch hours/breaks and organization of staff attendance for seminars/training are being followed

Provide assistance in identifying and recommending efficiency opportunities, customer service improvement opportunities and/or new business opportunities to the Manager, Customer Service to optimize customer sales and service delivery





Have knowledge and understanding of current and relevant inbound call centre and check-in service industries recommending possible changes to Manager, Customer Service for improvements to keep Perimeter Aviation LP current in the marketplace and positioned to meet customer expectations

Provide assistance with technical, operational direction by providing support to both inbound call centre representatives and check-in service representatives, answering questions and ensuring that all customer inquiries and complaints are dealt with effectively before escalating

Responsible and accountable for maintaining thorough knowledge of relevant Perimeter Aviation LP policies and procedures on internal control and risk management and consistently applying them

Provide assistance in recording statistics, user rates and the performance levels for both inbound call centre representatives and check-in service representatives by assisting in the completion and preparation of all necessary reports

Handle and resolve customer disputes

Embrace Perimeter’s culture of safety and customer satisfaction, ensuring that staff members are actively participating in the Company’s Safety Management System

Assist and step in for department as required

Perform additional duties as required

Minimum Education, Experience and Certifications

High school diploma or General Education Degree (GED) equivalent

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 supervisory and customer service experience preferred

Post-secondary education in aviation or related program is considered an asset

Previous experience with an Airline Reservation Software System considered an asset (Amelia preferred)

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

Various shifts at a fast pace in order to meet service level requirements of the airline

Able to lift and carry up to 50 lbs

Manual dexterity required to use desktop computer and telephone

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📌 Customer Service Supervisor (Manitoba)
🏢 Perimeter Aviation
📍 Manitoba