Customer Service Agent Supervisor

Calm Air - Baker Lake, NU, 1 Hwy 10, Baker Lake, Nunavut, Canada

Posted Tuesday, February 24, 2026 at 7:00 AM | Expires Monday, March 9, 2026 at 7:59 AM

Position Title: Customer Service Agent Supervisor

Location: Baker Lake, NU

Status: Full Time

Start Date: Immediately

Who We Are!

Calm Air International is a regional airline serving the Northern part of Central Canada. From its main bases in Winnipeg, Thompson and Churchill, Manitoba, and Rankin Inlet, Nunavut, Calm Air operates frequent, daily scheduled passenger, charters, and cargo flights throughout Manitoba and the Kivalliq Region of Nunavut.

At Calm Air International LP, we value our customers, passengers, and the communities we serve. We are only as good as the employees who work with us. We are looking for highly motivated, well-organized individuals, who work well in a fast-paced environment, to join our team! Want to learn more? Visit  .

Are you seeking an exciting opportunity to work with a group of high performing professionals? Do you like to work independently as well as part of a skilled team? If so, we would like to hear from you! We are looking for a highly motivated, well-organized individual, who thrives in a fast-paced environment, to join the Calm Air family.

The sky is the limit!

Calm Air Customer Service Agent Supervisors lead their Customer Service Agent teams and build positive relationships with various other departments to ensure continuity of service for our passengers. They are responsible for ensuring our passenger experience is positive and meets the standards of service that we set out as a department and as an organization in addition to complying with applicable regulations.

• Provide and encourage exemplary customer service for Calm Air passengers to ensure the efficient operation of the applicable base
• Assign and organize CSA team members to ensure adequate staffing requirements for the applicable base on a day to day basis
• Mentor and instruct new hires with respect to on-site orientation and job shadowing
• Facilitate the recruitment process of new CSA team members for the applicable base
• Adhere to staff schedule requirements and timelines as per applicable agreements (CBAs)
• Support scheduling of all training needs (training sessions off base and/or online learning management)
• Perform annual performance reviews of agents under their supervision as required
• Complete administrative tasks adhering to deadlines set by management
• Ensure timecard approvals are completed daily
• Must adhere to all Calm Air policies and procedures
• Responsible for monitoring and responding to electronic communications
• Develop monthly schedule in a timely manner
• Responsible for conducting monthly staff meetings
• Direct and organize the re‑accommodation of and communication with passengers during irregular operations in a calm and professional manner, adhering to all CTA regulations (Canadian Transportation Agency)
• Remain up to date on all Calm Air products, services, systems, policies, and procedures and assist CSA team members with the understanding and implementation of such
• Ensure duties and responsibilities are carried out in a manner that is consistent with our internal Occupational Health and Safety guidelines, Transport Canada, and CTA regulations
• Other duties as required

MANAGERS, SUPERVISORS AND LEADS – have been delegated the authority and are responsible to the Department Head to actively identify hazards and deficiencies and report through the SMS (Safety Management System) Program reporting system. Communicate with all personnel within their respective department and other departments as required to maintain effective day to day activities. Ensure regulatory and company standards are maintained.

Assist in the development and maintenance of company processes and procedures. (Quality Assurance activities)

• Work schedules will be reflective of Calm Air's operational flight schedule and may be adjusted based on operational requirements
• Shift work is required and may include mornings/afternoons, evenings and weekends

• High school diploma or general education…