Dexterra Hiring for Supervisor, Customer Care at Mississauga, ON Full Time

WHO ARE WE?
We’ve been serving Canadian clients for over 75 years. The companies that began independently and now form Dexterra Group have an outstanding record of supporting the infrastructure and built assets that play a vital role in our society and helping our clients achieve higher performance and productivity. Powered by passionate people, we bring the right teams with the right skills together – offering both experience and regional expertise so companies can operate their day to day, confidently and successfully.

General Description: Supervisors manage the customer care contracts during the daily operation at Toronto Pearson Airport, implements customer service initiatives and provide ongoing training and coaching. Each Supervisor is responsible for developing, motivating and leading staff in a positive manner. Each Supervisor liaises with GTAA and stakeholders for service issues and maintain initiatives, policies, and procedures and ensure that the Baggage Cart Associate and the Facility Agent on the floor are performing to the standards expected and that contract obligations are met.

Specific Responsibilities & Duties:

• Floor management – Ensures staff on the floor maintain a high level of customer service, ensure tasks are completed and closed, employees are in full uniform and are abiding by company uniform standards • Maintaining contact with Leads to ensure tasks/requests are completed in timely manner • Staffing – Handles sick calls and fills shifts to maintain operational contract obligations • Maintains performance management of employees including progressive discipline and completing performance evaluations • Performs training to enhance new hires and current employees’ knowledge and skills • Delivers appropriate communication to improve employee performance/attitude and compliance to ALL regulatory/company policies and procedures. • Assists with line management as necessary • Documents employee information and performs other administrative tasks including but not limited to Report writing, WCB claims reports, employee incidents and investigations, employee requests such as job letters etc. • Works together with security companies, retailers/services, airlines, other stakeholders. Conveys a professional and welcoming presence when interacting with employees, members of the traveling/ general public, client and stakeholders. • De-escalates situations and uses effective reasoning and problem-solving skills • Accounts for employees during emergency evacuations • Actions corporate and internal memos along with new initiatives or changes and advises employees accordingly

Skills & Abilities:

• Minimum of 2 years experience supervising staff • Previous experience in the service, hospitality or airport/aviation environment • Ability to obtain and maintain valid Restricted Area Identity Card (RAIC) • Intermediate level of knowledge with Word, Excel, Outlook, Internet and online applications • Excellent communication skills (written and spoken) in English including basic business writing • Intermediate to advanced technology skills to use equipment including iPads, and data software • Ability to use a cell phone and radio • Ability to stand and walk for long periods of time • Respectful to all passengers, colleagues and stakeholders • Ability to work individually and within a team • Available to workdays, evenings, weekends and holidays • Strong interpersonal skills • Ability to demonstrate tact, diplomacy, confidentiality, discretion and sound judgment • Strong leadership and critical thinking skills • Strong organizational and communication skills • Professionalism at all times in appearance & grooming • Excellent level of enthusiasm and positive approach to tasks

Additional Information

Dexterra Group is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans’ status, Indigenous status, or any other legally protected factors. Disability-related accommodations during the hiring selection process are available upon request.

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