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Customer Service Training Scheduling Manager

3 months ago

Dorval, Canada Air Canada Full time
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.

Accountable to the Manager, Training Planning & Cost for producing all training schedules in accordance with operational, commercial and regulatory compliance requirements. Coordination of invoicing and accruals for monthly budget reports. Create and maintain training schedules that optimize use of classrooms, participants, and operational efficiencies. This position will primarily support the Airports and Contact Centres branches.

Responsibilities:
  • Participate and provide scheduling expertise during periodical training planning meetings with key stakeholders
  • Create and communicate to key stakeholders training schedules that match commercial and regulatory plans that optimize instructor, classroom, and equipment use.
  • Identify schedule gaps and work with stakeholders to ensure material/resource efficiencies are in place.
  • Deploy and monitor training schedules release.
  • Update/modify training schedules as per operational needs on a timely basis.
  • Liaise with Branch resource planners and operations to address schedule issues and ensure maximum optimization.
  • Provide scheduling and compliance reports.
  • Support the implementation of Air Canada's learning management system and E-learning strategy
  • Help create, manage and enforce learning management system standards, policies and procedures
  • Maintain learning management system configuration and user interface.
  • Support the creation and implementation of processes in the learning management system to automate and enable operational training requirements.
  • Work with team, business partners and participants to manage enrolments and communications to participants and follow-up to ensure quality execution of training plans.
  • Participate in gathering information that will support the creation of financial business cases.
  • Complete invoicing, accounts payable (receivable) and monthly accruals
  • Respond to financial queries.
  • Participate in the budgeting exercise to support annual operational plans for both operating, IT and capital equipment costs.
  • Contribute to costs assessments and make appropriate recommendations on training schedules.
  • Support the preparation of AFCs and business cases for presentation to Finance Committee as required.
  • Ensure training record retention processes and document archiving are in place and applied.
  • Maintain safety and regulatory qualification tracking systems for staff, facilities and equipment.
  • Coordinate training equipment upgrades/repairs in all Airports in Canada/Contact Centres (NA for IFS)
  • Communicate with Branch to ensure class time is respected and adequate numbers of participants attend
  • Organize venue logistics.
  • Ensure training plans correspond to applicable regulations, standards and collective agreements.
  • Update, maintain and create reports on regulatory and dangerous goods training and make them available to stakeholders.
  • Update and monitor the Student Training Hours (STH) / Student Training Activities (STA) - Instructor (Lead Training (iLT) / E-Learning Training (eLT) report and to report out results to the Manager, Training Planning & Cost - Airports & Contact Centres so as to capture any trends
Qualifications
  • Project Management skills and experience
  • Excellent interpersonal and communication skills (written and verbal)
  • Strong leadership skills.
  • Strong organizational skills and ability to problem solve
  • Ability to meet deadlines and work under pressure, managing multiple projects.
  • Highly flexible and adaptable
  • Willingness and ability to travel.
  • Budgeting experience
  • University degree an asset
  • Six Sigma GB training and PMP certification an asset
  • Operational knowledge (Airports/Contact Centre/ IFS)
  • Bilingual (French and English) preferred.
  • SMS/IOSA
  • CARS
  • Health & Safety
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.