Call Center Manager

JOB TITLE: Manager, Call Centre

POSITION STATUS: Temporary (10 months)

LOCATION: Montreal

WHO WE ARE

At Air Canada Vacations, we're in the business of making dreams travel. That's why we offer vacation packages, tours, cruises and more tailored to everyone's individual needs. We like to say we have a vacation for every traveller because we do If you're someone who's passionate about exploring the world and sharing that enthusiasm with our customers, we'd love to welcome you to our team. For over 50 years, Air Canada Vacations has been making travel easy, so come and join us in helping fellow Canadians create unforgettable memories wherever they go.

Responsible for planning, managing, organizing, controlling and co-ordinating the operational activities of the reservations departments. This position will be responsible for promoting and achieving consistent service levels, creating a positive impact on customer experience, and optimizing the leadership capabilities of the supervisors.

WHAT YOU'LL BE DOING

• Plan, organize and manage the reservations departments (Sun, Cruise, Independent) to enhance service delivery and maximize retention
• Establish targets and performance measurements for the call center team;
• Demonstrate leadership practices that prioritize an approach to customer service excellence
• Co-ordinate and liaise with various departments in order to ensure that the departments are fully functional and supported;
• Promote and encourage teamwork and effectiveness by establishing high levels of communication and employee involvement;
• Prepare and review regularly manpower planning through forecasting to ensure adequate staffing including recruitment;
• Oversee and manage the Supervisors to ensure employees are meeting departmental objectives
• Train, develop and coach subordinates to ensure optimum effectiveness;
• Prepare, maintain and review budgets, and day to day expenses;
• Liaise with the Training department to ensure ongoing training of the staff;
• Interpret technical problems, consult, co-ordinate and / or recommend solutions;
• Mediate issues with travel agents and / or passengers;
• Prepare and submit various reports to management;
• Ensure a high level of customer service and professionalism is provided and maintained through telephone and public contacts;
• The above responsibilities are not intended to be all-encompassing. May perform other tasks as assigned by immediate superior
• Duty Officer task

WHAT YOU BRING TO THE TEAM

• College or University background in Administration or Personnel management and/or 5 years' experience in a call center;
• Proven leadership, good judgment, combined with excellent communication and interpersonal skills;
• Excellent knowledge of all call center departments
• Excellent understanding of TTS and ARD reservation procedures;
• Excellent interpersonal skills;
• Good knowledge of Word, Excel, Power Point;
• Ability to work in a fast paced, demanding environment and handle multiple projects effectively;
• Tact, diplomacy, confidence, self-control, professionalism, high level of energy and flexibility are important traits;
• Knowledge of other departments within the company is an asset.

WHY WORK WITH US?

• Our team loves to travel, and we have one of the most generous employee travel programs in the industry. You'll be eligible for travel privileges for yourself and other eligible persons once you've completed 6 months of service
• 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

Please note that these benefits apply to permanent, full-time employees.

Visit our Careers page for a full list of benefits.

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.

We encourage individuals of all backgrounds to apply as we strive to create a diverse team that mirrors the diversity of the customers and communities we serve as an equal opportunity employer. Should you require any accommodation, please inform us and we will work with you to meet your accessibility needs. For any accessibility-related assistance, requests for information in accessible alternative formats or to report any accessibility problems, please share in your application.

Linguistic Requirements

When qualifications are equal, preference will be given to bilingual candidates. The position involves daily interactions with partners, clients, and colleagues located outside of Quebec.