Air Canada based in Dorval, QC is inviting applications from suitable candidates for the position of Contact centres operations manager. Air Canada, is largest airline, offering extensive domestic and international air transportation services. With a fleet known for comfort and environmental efficiency, it serves over 200 destinations worldwide. Air Canada plays a key role in aviation, focusing on customer service excellence and operational reliability to cater to both business and leisure travelers effectively. The candidates selected for the vacancy will be required to start the work as soon as possible.

Job Description:

Employer Name: Air Canada
Position: Contact centres operations manager
No of Vacancies: 4
Salary: Salary is not mentioned, $35.00 – $40.00 hourly estimated salary
Employment Type: Full time
Location: Dorval, QC, Canada
Shift: Weekends and holidays
Job ID: 35893

Requirements:

Languages: Candidates must have knowledge of the English and French Language
Education: Candidates should have completion of high degree of diplomacy
Experience: Candidates should have Management experience

Physical Requirements:

• The candidates should have the ability to work different shift patterns, including weekends and holidays

Other Requirements:

• The candidates should demonstrate flexibility to adjust priorities and adapt to changing requirements
• The candidates should be motivated and enthusiastic team players who can work well under pressure
• The candidates should possess excellent problem-solving skills: ability to generate options and apply creative solutions that have a positive impact on results
• The candidates should exhibit discretion when dealing with internal customers and knowledge of Total View and ESS is desirable
• The candidates should have knowledge of the Unifor or IBT Collective Agreements, which would be advantageous
• The candidates should demonstrate leadership qualities that elicit trust in employees and demonstrate good leadership judgment and and create mutually acceptable solutions in different contexts
• The candidates should have excellent PC skills, including proficiency in MS Excel, Word, PowerPoint, Teams, E-mail, and Acrobat Reader
• The candidates should have experience in call centers and management, which would be beneficial
• The candidates should be eligible to work in the country of interest at the time any offer of employment is made, and seeking any required work permits or visas or other authorizations is their sole responsibility
• The candidates should have knowledge of Total View and ESS and possess experience in call centers

Responsibilities:

• The candidates should be able to manage activities related to the day-to-day operational performance of all Contact Centres by evaluating daily forecasting of expected staff, including considerations for training, absenteeism, and other off-phone activities, and making decisions accordingly based on AHOD protocol
• The candidates should be able to moderate and report on the daily Operational Call with internal Contact Centre representatives and lead the daily SOC operational performance call for all Contact Centres and provide insights into potential solutions for daily operations
• The candidates should be able to generate service level and operational reports and effectively communicate Contact Centre performance results to internal and external stakeholders
• The candidates should be able to seek opportunities to mitigate operational costs while balancing customer and evaluate, decide, and implement overtime (OT) and undertime (RO) requirements for all offices
• The candidates should be able to monitor performance metrics such as Average Speed of Answer (ASA) and staffing levels, coordinating with all Operational managers and providing specific analysis and recommendations
• The candidates should be able to review, improve, and implement operational procedures and service standards for Call Centres, ensuring compliance with the UNIFOR Collective Agreement
• The candidates should be able to analyze, investigate, and report on employee performance, addressing unsatisfactory results with site Managers of each Contact Centre and ensure optimal resource utilization across the network of call centres, including directing workforce movements as necessary to maintain performance
• The candidates should be able to analyze operational reports to identify trends, improvement opportunities, and make recommendations that support continuous improvement and achievement of Branch and Corporate goals and track absences and real-time exceptions
• The candidates should be able to optimize shift schedules, breaks, lunches, and offline time leading into each week and day and provide front-line technical support for all software and hardware issues, including major outage support, troubleshooting, and escalating
• The candidates should be able to provide leadership during off-peak periods and in the absence of managers and maintain communication with Duty Managers from International Contact Centres stations and redirect calls to the North American Network

How to apply:

If the position is fit for you and the basic requirements are fulfilled then you can now apply directly to the employer (along with your resume) through the below-mentioned details.

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We thank all the applicants for showing their interest and trust in us, however, only the most eligible candidates will be selected and conducted for further procedure directly from employers, in between no charges/fees or original documents will be asked from any applicant. All the best!

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