New Posting - GardaWorld

Customer Experience Managers, Full-Time - YYZ (Toronto Pearson) Job
GardaWorld 

 - Toronto, ON

Req Id 65280 RAISING THE BAR - Come build your career at GardaWorld! We are currently hiring for the position of Customer Experience Managers, Full-Time - YYZ (Toronto Pearson) RAISING THE BAR With more than 45,000 professionals globally, clients count on us to help them proceed in business and in life with confidence. Our commitment to place integrity first, aspire to higher standards, develop innovative solutions, and provide customer value continues to differentiate us. Garda is one of the most trusted consulting, investigation and security firms in the world, with operations across Canada and the United States, Latin America, Europe, the Middle East, Africa, and Asia. This is a unique chance to team up with the Garda team, one of the most trusted consulting, investigation and security firms in the world. Would you like to take up exciting challenges, be part of a growing firm, and team up with dynamic colleagues? Now is the time to join one of the fastest growing companies in security! We are currently hiring Customer Experience Managers for the Pearson International Airport in Toronto, Ontario. Overview: The Customer Experience Manager will play an integral role in the effective and efficient management of the day-to-day checkpoint screening operations. The Customer Experience Manager will provide strong leadership to ensure optimal and consistent customer service is achieved at all checkpoints, with specific attention to the Trusted Traveler lanes. Responsibilities: * Manage with care and control, the screening checkpoints in airports, including screening officers at a point at which persons, property, belongings and baggage may present, or be presented, for screening consistent in the manner and under the circumstances prescribed by CATSA and baggage that may be present. * Ensure screening services are performed to a high standard in the regional airports. * Supervise the screening of persons, property, in accordance with our client’s standard operating procedures. * Ensure bilingual service is offered and available at all times * Ensure commendations and complaints from customers are readily heard and effectively handled * Ensure all customers are greeted appropriately by employees, and that high standards of communication with customers are consistently met * Coach, mentor, motivate, correct and discipline screening personnel on conformity exceeding our client’s prescribed standard of performance, professionalism and uniform attire and other issues. * Foster a culture of teamwork and communication * Adjust screening Personnel allocation and deployments at each screening checkpoint on an hourly basis to optimize the scheduling and maximize the productivity of Screening Personnel and to staff the Airport locations with the fewest number of Screening Personnel required to meet operating requirements. * Comprehend any requirements, processes, procedures, operations, directions issued by CATSA and by TC and implement the information in a timely manner. * Foster teamwork with screening personnel and with CATSA and other stakeholders. * Represent GardaWorld and its clients professionally to all persons at all time. * Conduct daily briefings. * Solicit feedback from screening personnel on areas of improvement in the conduct of screening and other related services. Qualifications: *Excellent customer service skills. *Positive Attitude *Strong desire to consistently exceed customer expectations while providing personalized service. *Proactive, take charge attitude in resolving problems. *Good sense of judgment in balancing customer interests with company policy. *Superior leadership and people skills with a demonstrated ability to work as a team player. *Self-motivated with an excellent ability to work under pressure while handling multiple tasks at the same time. *Impeccable grooming, excellent organization skills, strong attention to detail. *Excellent attendance record. *Willing and able to work in a team environment. * Proven strong leadership/management ability * Ability to work shift work in a 24/7 environment * Adaptable to change * Proficient in computer functions as well as Microsoft Office applications (Word and Excel) * Excellent communication & interpersonal skills * Proven decision making ability * Proven ability to produce results within a fast paced environment We thank all applicants who apply, preference will be given to internal employees or candidates with prior managerial experience. Only candidates with suitable qualifications will be contacted. GardaWorld is an equal opportunity employer and applies Employment Equity. For further information, or to apply, please click here