SOCC - Duty Manager

Position Summary

Reporting to the SOCC Manager, the Duty Manager is responsible for the efficient implementation and communication of the daily scheduled and charter operational plan by directing the available resources. The Duty Manager is to supervise the floor to ensure that workflows, processes and company practices are being followed. The Duty Manager works closely with Charters, Commercial Services and Maintenance to plan and allocate resources where needed for the operation and business.

Personal Characteristics

• 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 delegate and confidently develop and execute operational plans with minimal supervision
• 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
• Strong planning skills and detail-oriented
• Able to handle stressful situations in a calm and effective manner
• Proven time management skills with strong attention to detail

Key Responsibilities and Accountabilities

• Delegate tasks to employees and ensure that daily duties are completed
• Achieve operational goals on all flights in conjunction with the Commercial Services team, Charters and applicable Managers and Flight Operations personnel
• Coordinate a plan of action in IROP scenarios and send out follow-up communication to all required departments
• Review the operational plan to ensure that it’s achievable with the current scheduled and charter flights
• Identify improvement opportunities observed throughout the shift, ensuring appropriate communication to all that can execute the changes
• Review the next calendar day plan, crew/aircraft availability, weather and what is required to juggle or rearrange to serve our customers and communities to the best of our ability
• Continually assess future calendar days and allocate resources required
• Monitor serviceability and functionality of all ground support systems to ensure that operational needs can be met
• Work closely with the Charters team on charter operations, logistics, notifications, bookings and future planning
• Perform additional duties as assigned

Minimum Education, Experience and Certifications

• High school diploma or General Education Degree (GED) equivalent
• Minimum two years of experience in the airline industry
• Previous customer service experience
• Must be able to obtain and maintain any applicable transportation security clearances and additional authorizations
• Previous aviation operation experience is considered an asset
• Transport Canada FD-Ops and FD-Met exams considered an asset
• Dispatch and Flight Line experience an asset
• 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
• Shift work is required: applicants must be available to work mornings, afternoons, evenings and weekends on a rotational basis
• Company phone will be provided for after-hour inquiries
• Manual dexterity required to use desktop computer and telephone
• Able to work outside of public transit hours
• Physical location of position only accessible via flight of stairs