This position reports directly to the Customer Service Manager, Connections S.T.O.C in collaboration with the Manager Operations, Baggage and Hub Connection Performance. The Connection Baggage Specialist is responsible to proactively monitor online and interline movements of connection baggage and passengers while maintaining operational integrity. This position will be responsible to support the Customer Service Manager, Connections S.T.O.C and to deploy the Proactive Arrival Team (P.A.T.) Connection Runners.

• Effectively and proactively monitor and manage passenger and baggage connection movements
• Communicate and collaborate with YYZ STOC team (including deployment) on connection holds, issues and risks to ensure best overall station performance and customer service experience while ensuring operational integrity
• Communicate and collaborate with Jazz STOC Manager
• Communicate and provide guidance to all operational teams (i.e. P.A.T., Baggage and Ramp crews) as related to Hub Connection activities
• Proactively monitors flight arrival times to determine if intervention is required using RESIII, Wablink, ACfids, Star Alliance Transfer Decision Tool (TDT) and other available programs for all Mainline, Air Canada Express and Star Alliance flights
• Monitor connection group traffic
• Monitor, identify and communicate connection traffic under the minimum connection time
• Communicate to the Ramp P.A.T. Connection Runners identifying “at risk” connection baggage and providing guidance for most effective delivery
• Communicate to Ramp P.A.T. Connection Runners any change in assignments or circumstances via Radio or Streamline
• Pro-actively manage and coordinate flight assignments for Star Alliance Connection Runner using the Star Alliance TDT and ensure completed assignments are recorded as expedited in the TDT program
• Pro-actively manage and coordinate flight assignments for In Transit Runners
• Maintain an audit log providing data on completed and or failed connections for Mainline and Air Canada Express including In Transit connections
• Communicate any other high volume or profile connection baggage to the Connection Manager, Runner, In Transit Runner or Star Alliance Runner
• Communicate with all Baggage Room Leads, Managers and or Connection Runners on movement of baggage that may be necessary due to re-protection, last minute re-instatement or line breaks
• Communicate gate and fin changes, line breaks and provide guidance for appropriate movement of customers and baggage
• Anticipate, identify, and resolve service and operational issues with a result-oriented approach to performance.
• Communicate with and provide guidance to all operational teams as deemed necessary

Qualifications

• Completion of a Bachelor’s degree or academic equivalent is an asset
• Restricted Radio Operator’s License is mandatory.
• Must demonstrate solid operational background and knowledge of all Hub Connections processes and procedures
• Strong knowledge and expertise in AC safety and service standards
• Knowledge of computer systems currently in use, e.g. Microsoft Office, Outlook, Star Alliance TDT, AC BMS/BRS, Netline Ops, Communicator, ACFids and other systems as related to AC Op’s.
• Excellent verbal and written communications skills
• Strong leadership and negotiation skills
• Excellent problem solving and conflict resolution skills
• Strong commitment to teamwork
• Recognized ability to work under pressure, handle stressful situations and maintain flexibility
• Possess an energetic and tenacious achievement orientation
• Ability to work long and irregular hours

LINGUISTIC REQUIREMENTS

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

At company, we want to fly higher when it comes to employment equity. We, therefore, encourage applications from Aboriginal peoples, women, members of a visible minority and persons with a disability.