Supervisor, Call Center

6 days ago

Montréal, Canada Vacances Air Canada Air Canada Vacations Full time

Responsible for leading the reservation department (Europe and North America) and for making sure that productivity and customer service standards are met.

RESPONSIBILITIES
- Develop and motivate an effective call center 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
- 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 ARD Web and TTS
- Knowledge of Word, Excel, PowerPoint and Outlook
- Excellent interpersonal skills
- Ability to work in a fast paced, demanding environment and handle multiple projects effectively
- Good communication and organizational skills
- Strong team player
- Demonstrate good judgment, initiative, autonomy and flexibility
- Bilingual: French and English

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