Lead Agent

2 days ago

Montréal, Canada Air Inuit Full time

**POSITION OVERVIEW**

Performing all the regular tasks of a CRS service agent, the team leader supports the supervisor in his daily tasks and takes over as needed. In addition, he or she contributes to the training of new member of the team. CRS agents are the help desk for all our stations regarding reservation and check-in systems. They help install new processes and guide agents in their day-to-day use of different systems.

**DUTIES AND RESPONSIBILITIES**
- Replacement of the supervisor for the CRS side during vacation or absence;
- Support the CRS team on a daily basis;
- Inform users of occasional updates and plan a contingency plan when necessary;
- Develop and update training manuals in collaboration with the Supervisor;
- Train new CRS agents;
- Train staff, handlers and trainers from different departments;
- Work in concert with the Fares Specialist to maintain passenger fares;
- Work with the Pax team in real time to establish good technical practices following the implementation of ameliaRES;
- Assist the Pax team with regard to the use of the system, more specifically IROPS and Flight Management;
- Provide operational technical support to stations and various departments;
- Coordinate the operation of the Air Inuit reservation system with the various related areas (schedules, ticketing, GDS, connectivity with stations, line spacing, loyalty);
- Project coordination for the implementation of new products;
- Develop and update training manuals (reservations, DCS, irregular operations, creation of schedules);
- Submit schedules to airport authorities (SMA) and various agencies (OAG, Innovata, Nomadis) according to deadlines;
- Coordinate communications with the various service providers;
- Reconciliation of the regular schedule flights;
- Production of statistics for different government entities and management;
- All other tasks related to the function.

***QUALIFICATIONS**
- Be bilingual (French / English), the ability to speak Inuktitut would be an asset;
- In-depth knowledge of the ameliaRES system (reservations, ticketing, DCS, irregular operations);
- Experience in personnel management would be an asset;
- Trainer experience would be an asset;
- Knowledge of OAG and the different GDS (Saber, Galileo, Travelport and Amadeus);
- Knowledge of Air Inuit operational policies and reservations policies would be an asset;
- Have knowledge of ticketing standards;
- Good knowledge of Word, Excel and Office;
- Have good communication skills;
- Have team spirit;
- Be able to travel north to provide training if needed.

***WORKING CONDITIONS**
- Schedule according to operational needs, 37.5 hours per week;
- Coverage between 7 am and 6 pm;
- On-call rotational coverage evenings and weekends (company phone, 1 weekend per month).

***REMUNERATION**

***The remuneration package will be in accordance with corporate policies.

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