Subject Matter Expert

1 month ago

Mississauga, Canada Vacances Air Canada Air Canada Vacations Full time

**TITLE**: Subject Matter Expert
**DEPARTMENT**: Business Process
**LOCATION**: Montreal or Toronto
**SCOPE**: Responsible for implementing Customer-focused processes, programs and policies which are supported by Operations.

**Responsibilities**:

- Assist in modernizing Operations procedures by developing business cases and supporting the implementation of new processes and technology.
- Participate in the creation of test cases, executing test scenarios, and documenting throughout new projects for Operations.
- Raise blockers and critical items to the appropriate stakeholders while providing solutions.
- Liaise regularly with the Training, IT and Operations teams to ensure that new initiatives are aligned with the corporate strategy and are rolled out successfully.
- Liaise with Marketing and Revenue Management regarding new corporate products and offerings to ensure their successful roll out to the Operations teams.
- Define methods for identifying ways to improve or eliminate processes to enhance efficiency for Operations and validate solutions with the appropriate stakeholders.
- Develop and maintain collaborative customer and user relationships.
- Analyze system related issues, and report accordingly to IT for processing.
- Monitor and follow up on tickets opened with IT for resolution.
- Maintain and update technical documents and procedures for the Operations teams.
- Complete and maintain queues/logs related to business processes, change requests and more.
- Other tasks related to the implementation of technical procedures for the Operations teams.

KNOWLEDGE AND SKILLS REQUIRED
- College diploma in Tourism
- Minimum of 2 years of experience in the tourism industry
- Strong technical background in TTS and Altea
- Knowledge of Agent Hub and Revelex is an asset
- Solid understanding of Call Center procedures
- Ability to resolve problems quickly in a dynamic environment
- Strong team player, customer centric, great communication and organizational skills
- Demonstrates great judgment, initiative and flexibility
- Ability to work under pressure, assess priorities and cope with strict deadlines
- Computer literate (Word, Excel, Power Point and Outlook)
- Fluently bilingual; French and English

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