Call Center Manager

Call Center Manager - Temporary (12 months) Location: Montreal Position Status: Temporary (10 months) About Us At Air Canada Vacations, we’re in the business of making dreams travel. We offer vacation packages, tours, cruises and more tailored to every traveler’s needs. Passionate about exploring the world and sharing enthusiasm with our customers, we invite you to join our 50‑year legacy of making travel easy and creating unforgettable memories. 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 to ensure full functionality and support Promote teamwork and effectiveness by establishing high levels of communication and employee involvement Prepare and review manpower planning through forecasting to ensure adequate staffing and recruitment Oversee and manage the Supervisors to ensure employees meet 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 staff training Interpret technical problems, consult, co‑ordinate and recommend solutions Mediate issues with travel agents and 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 Perform other tasks as assigned by immediate superior Duty Officer tasks 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, PowerPoint 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 Benefits 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 We offer training and development tools to help unlock your full potential 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. 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. #J-18808-Ljbffr