Supervisor Call Center

1 hour ago


Montréal, Canada Vacances Air Canada Air Canada Vacations Full time

Responsible for leading the reservation department and for making sure that productivity and customer service standards are met. / Le titulaire du poste est responsable de diriger le service des réservations.

**RESPONSIBILITIES**:
Develop and motivate an effective call center team
Plan, organize and measure efficiency of all activities in the call center to ensure that productivity standards are met
Supervise agents, which includes performance evaluations, hiring, development, coaching, and disciplining of subordinates
Provide guidance and assistance to subordinates
Handle any client situation to accurately resolve issues in a timely fashion
Ensure a high level of customer service and professionalism is provided and maintained at all time through on-going monitoring and coaching
Implement policies and procedures
Assist the training department in ensuring that the staff has the proper tools to perform their duties, and identify and recommend areas where training may be required
Aim towards first call resolution
Coordinate with all departments to maximize overall effectiveness and efficiency of the daily operations
Assist the Resource Coordinator in ensuring maximization of the resources
Must be available to work flexible hours including evenings and week-ends
When required, assist reservation employees on day to day technical issues, and provide overall support
May perform other tasks as assigned by immediate supervisor
Analyze productivity reports to identify and recommend areas where improvement and training may be required.

**KNOWLEDGE AND SKILLS REQUIRED**:
College diploma in Tourism and / or management
Minimum of 3 years’ experience in the industry
Excellent knowledge of Pacific, ARD Web and TTS
Knowledge of Word, Excel, PowerPoint and Outlook
Excellent interpersonal skills
Ability to work in a fast paced, demanding environment and handle multiple projects effectively
Good communication and organizational skills
Strong team player
Demonstrate good judgment, initiative, autonomy and flexibility
**Bilingual**: French and English



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