Supervisor, Operational Support

5 months ago


Montréal, Canada Transat Tours Canada Full time

Company Description
**Be part of the journey**

Come aboard a committed, caring company that needs you

Why should you join our team? We offer the pride of working for a local company with an international reach, with professionals who are passionate about travel You'll evolve in a stimulating telecommuting environment where team cohesion is paramount. And of course, you'll be able to take advantage of our travel benefits to discover our destinations on board the best leisure airline in North America

**Benefits**:

- 3 weeks annual vacation
- 5 floating vacations
- Group insurance
- Employer RRSP/DPSP contribution
- Possibility of career development within the company
- 2 confirmed passes + unlimited standby (upon hiring)

**Job Description**:

- Ensures that the team of agents under his/her responsibility remains up to date on the policies and procedures in effect and the promotions offered by Transat;
- Acts as an agent of change for his/her team when changes are made to policies and procedures
- Ensures that the employees maintain the service levels that are required and can achieve the objectives given by the management team.
- Meets with each agent on a regular basis for ongoing training and performance evaluation;
- Collaborates with all departments to ensure the smooth operation of Transat activities;
- Keeps abreast of best practices in contact centres;
- Ensures that the team of agents under his/her responsibility respects the established work schedule;
- Assists in activities related to the development and retention of staff incentives and conduct performance reviews and handle disciplinary issues;
- Actively participates in the recruitment process for Operational Support agents;
- Be actively involved in projects/meetings to optimize and improve the departments performance.

**Qualifications**:

- Minimum 3 years experience in the Tourism industry;
- Bilingualism (French and English - written and spoken)
- Supervisory experience, an asset.
- Demonstrated problem solving skills and ability to function in a fast-paced environment.
- Excellent verbal and written communication skills.
- Highly organized, flexible, self-motivated and enthusiastic.
- Ability to motivate and coach staff.
- Proficient in Microsoft Office as well as with other systems used by Transat.
- Ability to work shifts and weekends.

Additional Information

**Employment Equity


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