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Passenger Movement Manager Full-time Job

Mar 11th, 2024 at 09:58   Management   Toronto   112 views Reference: 5351
Job Details

The Passenger Movement Manager is an advocate for Air Canada’s customers in the decision-making process during day of Operations. They are responsible for a consistent Air Canada brand travel experience and brand consistency in the delivery of the Air Canada schedule. They are accountable for proactively identifying customer impacts in the Air Canada schedule and bringing proactive measures to minimize the impact of the disruption to our customers. They provide planning assistance, support, and direction to minimize customer disruptions in the deployment of operational recovery initiatives.

Responsibilities:

  • Serve as the primary gateway into SOC on matters of customer service and passenger movement. Screen requests and set priorities for action by the Operations Control Manager (OCM) and team. 
  • Coordinate within the Planning Unit additional flying, diversions, and other special operations to protect and enhance the customer experience. 
  • Identify and protect mission critical flying. (On Time Performance objectives, Crew duty day etc.) 
  • Provide flight specific customer analysis (groups, priority passengers, etc.) in support of day of flight aircraft plans and assignments. 
  • Coordinate with operational stakeholders on the passenger re-accommodation process by identifying affected flights, protection opportunities and assigning action as required. 
  • Ensure irregular operations and customer information is communicated to key operational stakeholders (airports and call centres.).
  • Complete all flight forecasting activities and ensure that are both accurate and timely. 
  • Track and log data relevant to effective customer service management as defined by the Manager, Passenger Movement. 
  • Provide continuous feedback to the Manager, Passenger Movement to improve the effectiveness of the passenger movement function. 
  • Accountable for initiation and oversight of the Emergency Response lock-out process. 
  • Monitor valid day-of-flight opportunities, constraints, and recovery options from the Operating Branches to ensure that Customer impact and down line implications are considered in the decision-making process. 
  • Provide shift coverage as required for the Manager, Passenger Movement, to ensure the function is staffed.

Qualifications

  • Post-Secondary Education in a related field an asset.
  • Ability to work different shift patterns, including weekends, and holidays. 
  • Minimum two years Customer Service experience preferably with an airline. 
  • Knowledge in Altea CM, Inventory, Netline, Microsoft, and Communicator applications is an asset. 
  • Excellent verbal and written skills. 
  • Fundamental understanding of Airline operations, within a network carrier an asset. 
  • Sound understanding of passenger accommodation, and protection.

Working Conditions:

The incumbent will be exposed to moderate levels of stress and will work in a fast-paced environment.

Conditions of Employment:

  • Candidates must be eligible to work in the country of interest, at the time any offer of employment is made and seeking any required work permits/visas or other authorizations which may be required is the sole responsibility of the candidates applying for this position.

Linguistic Requirements

Based on equal qualifications, preference will be given to bilingual candidates.

Company Description
Air Canada stands as the nations premier airline, offering global connectivity and exceptional travel experiences. Operating an extensive fleet, Air Canada links passengers to destinations across the world, showcasing a commitment to safety, comfort, and innovation. With a focus on customer satisfaction, the airlines state-of-the-art amenities, efficient routes, and top-notch service create seamless journeys for both leisure and business travelers.