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, 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, Airport Operations Control, the incumbent will be responsible for answering and responding to telephone calls and radio channels where call types may vary between emergency response and demand maintenance requests.

As a Specialist, Airport Operations Control, you will:

• Dispatch resources as required and provide status updates based on established operating procedures.
• Monitor and interpret multiple airport monitoring systems and react to information received based on established standard operating procedures.
• Act as a central point of contact for airport communications by monitoring multiple radio channels and phone lines; operating CAD (computer aided dispatch) program to track events; determining the appropriate responder(s) or resource to attend to an operational activity, and keeping impacted management and stakeholders apprised.
• Monitor the event and recording event status and perform follow up actions to determine the status of incomplete events and reporting findings and escalate as required for appropriate follow up action.
• Train new personnel on the job on an individual basis, and review and process ad hoc requests from the airport community for action.

This unionized position is classified at the Band 7 level, with an hourly wage range of $45.97 based on a 37.5 hour work week. As part of the recruitment process, you will be required to complete a test.

This is the role for you, if you have:

• A minimum of four (4) years within an airport or aviation operational environment, where emergency dispatch and/or call center experience is preferred.
• Experience in a maintenance management environment is also an asset.
• Demonstrated experience in customer service, interacting with stakeholders and multi-tasking. In addition, must possess strong computer and computer keyboarding skills.
• An acceptable level of computer keyboarding skills and will be required to successfully pass a computer keyboarding skills test, obtaining a minimum of 35 words per minute with 90% accuracy.
• A post-secondary school education or an acceptable combination of education and/or experience.
• Ability to obtain and retain Transport Canada Security Clearance.

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

• Knowledge of standard Emergency Response Procedures, Airport Maintenance Protocols and Standard Operations Procedures.
• Knowledge of airport operations, including the airport grounds, familiarity with airside, terminal and groundside layouts, as well as the roles and responsibilities of GTAA resources, tenants and other agencies operating at Toronto Pearson.
• Ability to multi-task, troubleshoot and resolve issues, be proactive in mitigating potential operational issues, work in a stressful environment, must be able to adapt quickly in a fast-paced environment, be adaptable to change, respond to conflicting demands and changing priorities in a diplomatic manner.
• Strong problem-solving skills, sound judgment in a customer centric environment, strong ability to concentrate in a hectic environment and to handle multiple priorities with excellent attention to detail is essential.
• Strong communication skills (oral, written, and listening) and possession of a customer–service background with demonstrated decision making skills in a challenging and dynamic environment.
• Proficiency with MS Office (Power Point, Word, Access, and Excel), Experience working with a CAD (computer aided dispatch) or related software is preferred.
• Ability to work on a rotational shift schedule – 5 days on, 3 days off covering 24 hours a day, 7 days a week, including stats, which will include an option to work overtime before or after a regular shift or being called in to work on regular days off.

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