Performance Development Manager

4 weeks ago


Dorval, Canada Air Canada Full time
About the Role

As a key member of Air Canada's team, you will play a vital role in fostering a culture of continuous learning and growth within our Contact Centers. The Manager, Performance Development is responsible for defining the strategy for a Contact Centre performance development plan and leading the creation and implementation of coaching programs to enhance skills, knowledge, and abilities across all levels of the Contact Centers.

Key Responsibilities
  • Develop a coaching strategy and program to meet evolving business needs and industry standards.
  • Lead Contact Center projects aimed at enhancing overall agent and site performance and customer satisfaction.
  • Coach and develop a team of LOU17's in their role as coaches across various sites.
  • Define coaching competencies, establish performance standards, and provide ongoing support and feedback to ensure high-quality coaching experience.
  • Develop one-on-one coaching sessions and group coaching sessions for the CSM's to use to address and support specific development needs and knowledge gaps.

Requirements
  • Bachelor's degree in business administration or the equivalent is an asset.
  • A minimum of 5 years experience in the airline industry and a minimum of 2-years of customer service management experience.
  • Proven leadership/management skills and definitive problem-solving and decision-making skills.

What We Offer
  • A competitive salary and benefits package.
  • The opportunity to work with a diverse and vibrant team at the leading edge of passenger aviation.
  • A chance to make a meaningful contribution to the success of Air Canada.

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