Customer Support Manager

7 months ago

Vancouver, Canada Flair Airlines Ltd. Full time

**Are you ready to take your career to new heights?**

**Job Title**:Customer Support Manager

**Department**:Commercial

**Location**: Vancouver, BC or Edmonton, AB

**Work Arrangement**:This role is primarily based in the Corporate Office with occasional work-from-home flexibility

**Position Overview**:
The Customer Support Manager will be responsible for overseeing and driving the transformation initiatives within our call center operations. You will collaborate closely with cross-functional teams to implement strategies aimed at enhancing efficiency, improving customer satisfaction, maximizing productivity, and workforce planning and will be accountable for the following duties:
Call Center Transformation:

- Lead the design, implementation, and execution of transformation initiatives within the call center to optimize processes and enhance overall performance.
- Develop and implement innovative strategies to improve service delivery, increase first-call resolution rates, and reduce call handling times.
- Drive digital transformation initiatives, including the adoption of new technologies and tools to streamline operations and improve the customer experience.
- Monitor key performance metrics and conduct regular performance evaluations to identify areas for improvement and drive continuous optimization.

Workforce Planning:

- Develop and implement workforce planning strategies to ensure adequate staffing levels and optimize resource allocation based on call volume forecasts and service level targets.
- Oversee recruitment, onboarding, and training processes to build a highly skilled and motivated call center team.
- Implement workforce management tools and systems to effectively schedule and manage staffing resources, including forecasting, scheduling, and real-time monitoring.
- Analyze workforce data and trends to identify opportunities for efficiency improvements and make data-driven decisions to optimize staffing levels and resource utilization.

Team Leadership and Development:

- Provide strong leadership and guidance to the call center team, fostering a culture of excellence, collaboration, and continuous improvement.
- Coach, mentor, and develop team members to enhance their skills and capabilities and empower them to achieve their full potential.
- Foster a positive and inclusive work environment that values diversity, equity, and inclusion, and promotes employee engagement and satisfaction.

**Qualifications & Requirements**:

- **
Education**:

- Certification in project management (e.g., PMP) or change management (e.g. Prosci) is desirable.
- Bachelor's degree in Business Administration, Computer Science, or a related field
- **
Experience**:

- 3-5 years of experience in call center management
- Familiarity with call center solutions such as Zendesk, Salesforce, AWS Connect, Nice, etc.
- Experience working with Business Process Outsourcing (BPO) providers is a plus.
- **
Skills and Abilities**:

- Strong analytical skills and the ability to interpret data to drive decision-making.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and external partners
- **
Competencies**:
Flair team members exhibit common competencies which contribute to individual, team and company success. This includes:

- the ability to lead as a Flair teammate by being collaborative and modelling our values.
- the ability to maintain diverse relationships with peers and other stakeholders.
- the ability to deliver results with impact and striving to always improve.
- **
Requirements**:

- Clear criminal record check and satisfactory references
- Must be legally eligible to work in Canada without restriction

**Why Join Flair Airlines**:
At Flair Airlines, we value our employees and provide a supportive and collaborative work environment that offers opportunities for growth and professional achievement. Additionally, we offer a comprehensive benefits package, **effective on your first day of employment**, which includes:

- Competitive compensation package including medical and dental benefits, both short and long-term disability coverage, life insurance, dependent life insurance, and an employee & family assistance program.
- Pension plan with matched contributions.
- Individualized performance bonuses based on achievements.
- Attractive referral incentive program.
- Access to our staff travel program, allowing employees and their travel companions unlimited travel access across the Flair network.

**How to Apply**:
If you’re ready to embark on this exciting journey with Flair Airlines, please submit your resume through the job posting and answer a few questions about your experience and suitability for the role.

We look forward to the possibility of welcoming you on board

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