In-Flight Service Absenteeism Reporting Specialist

Description

Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.

The IFS Absenteeism Reporting Specialist plays a crucial role in ensuring adherence to crew attendance programs for all Cabin Crew Bases. The incumbent will promptly respond to calls received by the IFS Absence Reporting Call Center, addressing inquiries related to crew absenteeism and providing support as required. They are responsible for emphasizing the importance of strict adherence to attendance policies, ensuring crew members report absences accurately and in a timely manner.

Additionally, this role oversees mid-cycle book-offs calls, generates reports during onset absenteeism, and facilitates case handovers to Crew Productivity Managers. The Absenteeism Reporting Specialist oversees the validation process for medical substantiations based on thorough reviews of past absenteeism cases. They collaborate closely with the Crew Productivity team to ensure proper handling of employee files.

Responsibilities

• Manage all incoming calls from the IFS Absence Reporting Call Center with empathy, care and professionalism.
• Execute absenteeism management plans as required, ensuring policy compliance and adherence to crew attendance programs across all IFS Bases.
• Address any performance concerns within the absenteeism process.
• Extract daily absenteeism reports from PeopleSoft to identify patterned absenteeism, travel while on book off status, sick time allocation, and other related reports.
• Process and validate medical substantiation requests for cabin crews with 5 and 7-day absences, ensuring accurate reflection into PeopleSoft.
• Monitor cabin crew's absenteeism history and assess whether medical substantiation is required under the Canadian Labour Code requirements.
• Perform necessary investigations related to book-off substantiations and deliver written summary file reviews.
• Evaluate and respond to leave requests in accordance with the Canadian Labour Code.
• Conduct care and wellbeing calls to cabin crew members during mid-cycle book offs and provide necessary support to facilitate their return to duty.
• Contact newly hired employees who book off for the first time and offer guidance as needed.
• Keep a comprehensive record of all book-on and book-off calls, ensuring proper documentation and adherence to relevant policies.
• Identify any anomalies related to absenteeism files and escalate them to the IFS Absenteeism Manager.
• Work closely with the Crew Scheduling team to adjust employee schedules when necessary.
• Manage and verify scheduling incident reports into PeopleSoft.
• Prepare and deliver daily mid-cycle reports to the cabin crew base management team across all IFS Bases.
• Provide daily statistics and other requested information to the IFS crew productivity and operations management.
• Work closely with our business partners including but not limited to Base Management, Occupational Health Services, Disability Management and Crew Scheduling.

Qualifications

• Post-Secondary degree in a relevant field (e.g. Human Resources, Business Administration) or equivalent years of experience in a similar role.
• Minimum of 3+ years of experience in a call center environment or a similar role.
• Airline experience, with specific knowledge of In-Flight Service is considered a strong asset.
• Practical experience in attendance management programs is considered a strong asset.
• Strong employee focus, treating all employees with professionalism and care.
• Strong problem-solving skills, able to apply creative solutions that have a positive impact on the operations.
• Recognized ability to work under pressure, handle stressful situations and maintain flexibility.
• Able to influence, convince and create mutually acceptable solutions in the context of conflicts.
• A good working knowledge of Corporate Absenteeism Management Programs.
• Experience in working with a unionized workforce, with a knowledge of In-flight Service Collective Agreements is considered an asset.
• Experience with In-Flight Service procedures, programs, technology, principles, theories, and/or ideas.
• Knowledge of Peoplesoft and Netline is considered an asset.
• Superior written and verbal communication skills.

Conditions of Employment:

• Candidates must be eligible to work in the country of interest, at the time any offer of employment is made and seeking any required work permits/visas or other authorizations which may be required is the sole responsibility of the candidates applying for this position.

Linguistic Requirements

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

Diversity and Inclusion

Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees' unique contributions to our company's success.

As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.

Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.