OSR Supervisor (Customer Service)

WHAT'S THE JOB? 

• Ensure all OSRs are greeting members of the travelling public using the active offer or other French terminology as required by the GTAA  
• Successfully complete all required training and courses
• Perform the work in accordance with instructions and directions issued by the GTAA
• Act as a first point of contact for customer complaints/escalations and address as required.
• Have an acceptable technical knowledge to work with automated processes
• Always greet passengers with “Hello bonjour”
• Ensure employees are Validating and confirming passengers need and right of entry/exit to/from controlled and restricted areas
• Ensure employees Validate acceptable travel documentation to enable passenger entry to certain areas
• Assist passengers in preparing for processes, including guiding passengers through automated systems and use of kiosks
• Control the backflow of passengers into controlled/areas
• Monitor assigned area/zone to ensure the efficient and expeditious flow of passengers
• Establish effective working relationships with other TSR’s and MO’s to ensure the availability of services consistent with passenger needs
• Prepare Incident/Occurrence Reports for any incident or event that directly involves customer complaints/concerns, safety/security, or operational issues/events
• Make recommendations for improvement that will increase the effectiveness of benefit the service delivery to our client and passengers
• Convey a professional and welcoming presence by interacting with employees, members of the traveling and general public while multi-tasking
• Listen carefully and have patience with all passengers or visitors to Pearson
• Be proactive and assist passengers and guests by solving problems or directing them to the airline/stakeholder or information kiosk for assistance
• Take direction and react quickly to changing priorities
• Achieve intermediate technology skills to be able to use specific airport equipment (hand scanner, cell phone, basic software programs)
• Maintain sharp observation skills along with awareness of surroundings
• Read memos and communications before shift commences
• Perform any additional duties assigned by management
• Ensure stanchions in designated areas of the building as per approved layout. Each plan includes the number of stanchions, placement area, direction of flow, special class line and overflow plan.
• Ensures realigned or added stanchions when queues grow to maintain line management
• Ensures clean stanchions to maintain serviceability
• Always ensure care and control of any technology devices