Supervisor, Customer Care

5 days ago


Montréal, Canada Air Canada Vacations Full time

**Description d'emploi**:
Depuis plus de 35 ans, Vacances Air Canada s’engage à vous offrir des vacances parfaites. Des plages aux paysages somptueux, des terrains de camping aux sommets des montagnes, concrétisez vos rêves, un voyage à la fois.

**Requisition**:Supervisor, Customer Care/Responsable, Assistance à la clientèle

**LIEU **:Centre-Ville Montréal (Metro Guy

**RESPONSABILITÉS**:

- Former et motiver une équipe d’assistance à la clientèle efficace.
- Superviser les agents, ce qui implique l’évaluation des performances, le recrutement, le développement, l’encadrement et la discipline des subordonnés.
- Planifier, organiser et évaluer l’efficacité de toutes les activités du centre d’appels afin de s’assurer que les normes de productivité sont respectées.
- Analyser les rapports de productivité pour identifier et recommander les aspects à améliorer et les formations qui pourraient être nécessaires.
- Donner une orientation et une assistance aux subordonnés.
- S’assurer que tous les messages reçus au moyen de formulaires ou de courriels soient traités dans un délai maximum de 48 heures.
- Traiter toute situation impliquant un client de manière appropriée et dans un délai raisonnable.
- Veiller à ce que la qualité du service à la clientèle et du professionnalisme soit assurée et maintenue à tout moment au moyen d’un suivi et d’un encadrement continus.
- Appliquer les règles et les procédures.
- Aider le département de la formation à faire en sorte que le personnel dispose des outils appropriés pour accomplir ses tâches, et identifier ainsi que proposer des domaines dans lesquels une formation peut être nécessaire.
- Viser une résolution du problème au premier appel.
- Coopérer avec tous les départements pour maximiser l’efficacité et le rendement des opérations quotidiennes.
- Aider le coordonnateur des ressources à assurer l’optimisation des ressources.
- Être disponible pour travailler selon un horaire flexible, y compris les soirs et les weekends.
- Au besoin, aider les l’équipe des réservations à résoudre les problèmes techniques quotidiens et fournir une assistance générale.
- Respecter le budget mensuel et veiller à ce qu’il soit à jour.
- Fournir une assistance selon les besoins de l’agent de service.
- Accomplir d’autres tâches assignées par le superviseur immédiat.

**CONNAISSANCES ET COMPÉTENCES REQUISES**:

- Diplôme d’études collégiales en tourisme ou en gestion
- Minimum de 3 ans d’expérience dans le domaine
- Excellente connaissance de Pacific, ARD Web et TTS
- Connaissance de Word, Excel, PowerPoint et Outlook
- Excellentes compétences interpersonnelles
- Capacité à travailler dans un environnement dynamique ainsi qu’exigeant et à gérer efficacement plusieurs projets
- Bon sens de la communication et de l’organisation
- Bon esprit d’équipe
- Faire preuve de bon jugement, d’initiative, d’autonomie et de flexibilité
- Bilingue : français et anglais

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**Requisition**: Supervisor, Customer Care / Responsable, Assistance à la Clientèle

**LOCATION**: Downtown Montreal

**RESPONSIBILITIES**:

- Develop and motivate an effective Customer Care team
- Supervise agents, which includes performance evaluations, hiring, development, coaching, and disciplining of subordinates
- Plan, organize and measure efficiency of all activities in the call center to ensure that productivity standards are met
- Analyze productivity reports to identify and recommend areas where improvement and training may be required.
- 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
- Maintain monthly budget and ensure up-to-date
- Provide assistance as required by duty officer
- May perform other tasks as assigned by immediate supervisor

**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, communication and organizational skills
- Ability to w



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