Customer Service Supervisor
4 weeks ago
About the Role:
We are seeking a highly motivated and experienced Customer Service Supervisor to join our team at Air Canada Vacations. As a Customer Service Supervisor, you will be responsible for leading a team of customer service representatives and ensuring that they provide exceptional service to our customers.
Key Responsibilities:
- Develop and motivate a high-performing customer service team to meet productivity standards
- Supervise customer service representatives, including performance evaluations, hiring, development, coaching, and discipline
- Plan, organize, and measure the efficiency of all activities in the call center to ensure productivity standards are met
- Handle client situations to accurately resolve issues in a timely fashion
- Ensure a high level of customer service and professionalism is provided and maintained at all times through ongoing monitoring and coaching
- Implement policies and procedures
- Assist the training department in ensuring that staff has the proper tools to perform their duties and identify areas where training may be required
- Aim for first call resolution
- Coordinate with all departments to maximize overall effectiveness and efficiency of daily operations
Requirements:
- 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 work in a fast-paced, demanding environment and handle multiple projects effectively
- Strong team player
- Demonstrate good judgment, initiative, autonomy, and flexibility
- Bilingual: French and English
Why Work with Us?
- Our team loves to travel, and we have one of the most generous employee travel programs in the industry
- Hybrid work model
- We value your wellbeing and offer a wide variety of benefit plans, including health and dental, for you and your family
- We offer training and development tools to help unlock your full potential
Our Commitment to Diversity, Equity, and Inclusion:
Air Canada Vacations is committed to ensuring a Diverse, Equitable, and Inclusive Workplace, fundamental to its core values. We celebrate the uniqueness of every individual, listen to every voice, and instill a sense of belonging in our people that allows each team member's authentic self to truly shine.
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