The Greater Toronto Airports Authority (GTAA) is a unique and dynamic place to work, with a bold plan to make Toronto Pearson, Canada’s leading global hub airport, a global leader in airport performance, customer care and sustainability. Together with our partners, approximately 1,900 GTAA employees are working to create a next-generation airport by innovating in all we do and striving for the most uplifting, safe and efficient experience for our passengers – all while championing the prosperity of our people, the community we call home, and our aviation partners. Join us on our journey together, as we put the joy back into travel and make Toronto Pearson the chosen place to fly and work.

What's in it for you!

As a GTAA employee, you’ll have access to amazing benefits, including retirement planning, comprehensive group health benefits, an employee assistance programs (EAP), paid leave, education and training, as well as recognition and rewards programs.

What you can expect from this position:

Reporting to the Manager, Passenger Services, this position is responsible for supporting all Passenger Service Representative (PSR) training.

As a Specialist, Passenger Service Representative, you will:

Training & Planning

• Manage training requirements for new Passenger Service Representatives and recurrent requirements for all Passenger Service Representatives which includes designing, developing, facilitating and coaching in-class, one-on-one and online training

• Evaluate and recommend alternative/solution training requirements to improve business performance and/or resolve compliance issues for new and existing Passenger Service Representatives

• Design, develop, deliver, and support training programs for Passenger Service Representatives including producing written training plans and job aids

• Coordinate scheduling for PSR training programs for internal and external contractors

• Remain current on changes to all Terminal Operation roles

• Monitor and assess industry best practices as they pertain to Terminal Operations and Passenger services

• Liaise with other GTAA departments to ensure that their processes and procedures align with the expectations of the PSR and MO team

Documentation, Contracts, Budget

• Review and update Standard Operating Procedures, Plan of Operations, training and awareness plans/programs on an ongoing basis to ensure compliance with GTAA protocols and procedures as well as national and international legislation
• Maintain general and job specific training materials for PSR with input from the functional manager
• Identify, investigate/review and implement any potential efficiencies or deviation to training plans based on PSR and/or contractor feedback or observations.
• Provide and implement recommendations for any PSR training deficiencies identified during the auditing process
• Review daily reports to track and identify trends and provide solutions to correct negative trends.
• Assist in administering Passenger Service Representative training budget
• Ensuring the internal communication channels are up to date by engaging other departments, and ensuring Passenger Service Representatives are kept informed by providing regular updates and opportunities for additional assistance as required

Schedule

• Ensure notation for any training or meetings are identified on the daily and MYHR schedule
• Assist with training event planning (i.e. staff meetings and events)

Administration Support

• Audit contracted and internal personnel for compliance with GTAA training standards and procedures
• Follow up on LMS non-compliances to ensure completion of identified action items
• Order and Issue PSR uniforms for new hires, inclusive of replacement pieces, and track and maintain the uniform inventory levels
• Prepare and distribute directives, communications and other information issued by the GTAA specific to the PSR team
• Attend meetings and briefings, document minutes as required and analyze impact to passenger services, develop mitigation plans and brief/train Passenger Service Representatives team as applicable
• Assist in the administration of the Learning Management System

This unionized position is classified at the Band 6 level, with an hourly wage of $40.50, based on a 37.5-hour work week. A written test will be administered as a part of the competitive process.

This is the role for you, if you have:

• Minimum three (3) years’ experience design and development of training
• Minimum three (3) years’ experience facilitating in-class training
• Minimum three (3) years’ experience performing training needs analysis
• Minimum two (2) years’ experience administering and/or maintaining a Learning Management System
• Minimum two (2) years’ experience coordinating and scheduling training
• Minimum two (2) years Passenger Service Representative experience
• Experience in conducting audits, investigations and service assessments
• Experience in data collection, trending and analysis and presentations
• Post-secondary diploma or degree, with a preference for a specialization in training or education or equivalent combination of education and experience
• Valid Ontario Provincial Driver’s License
• Obtain and retain Transportation Security Clearance at the designated level for the position

Knowledge and skills you bring that set-you up for success:

• Must have knowledge of and be able to apply the concepts of adult education, instructional design techniques and curriculum development, including needs analysis, development, delivery and evaluation of training programs in order to lead a training project from needs analysis to delivery and evaluation
• Ability to design and develop training using a variety of methods
• Ability to develop and conduct train-the-trainer courses for other GTAA and airport community trainers
• Strong knowledge and application of proven project management techniques
• Must have the ability to compile, assess and analyze information and determine the required training solutions
• Effective relationship building skills with a proactive approach to delivering high quality customer service and working productively with others
• Must possess excellent customer service, conflict resolution, and oral and written communication skills
• Proven ability to lead, direct and supervise in an “outgoing” and positive style.
• Excellent decision-making skills and demonstrates a sense of urgency to delivery operational excellence;
• Superior written and verbal communication skills
• Ability to multitask, prioritize and coordinate many simultaneous tasks
• Knowledge of terminal operations and associated infrastructure
• Knowledge of: the physical layout of the airport; airport operations including Terminal/Airside Operations, Air Carrier activities, policing and security organizations, tenant and passenger activities is an asset
• Knowledge of the Passenger Service Representative role is an asset
• Strong organizational skill with attention to detail and ability to prioritize work
• Superior ability to meet multiple tight timelines
• Ability to analyse audit reports, draft responses and recommendations to ensure operational quality assurance, and resolve conflicting views by presenting convincing rationale and process application.
• Must have exceptional computer (Microsoft Office – Word, PowerPoint, Excel) and writing skills required to facilitate preparation of reports, procedures, training plans, directives, training records and other documents

The GTAA is committed to Employment Equity and maintaining a diverse, equitable and inclusive workplace where everyone can thrive