Customer Service Manager – Contact Centres - 33226

Job Description

Description

• Coach employees to the team metrics, to achieve and exceed productivity and service objectives. 
• Coach on soft skills by demonstrating courtesy, empathy and poise under pressure  
• Listen to calls to observe employee demeanour, technical accuracy and conformance to Company policies and procedures 
• Support the launch of new products and services and communicate the rationale and benefits 
• Proactively manage employee absenteeism. Be responsible for the delivery of corrective actions and  fostering a culture of reliability. 
• Provide recognition and deliver constructive feedback in a manner that fosters motivation and empowerment. Celebrate success with employees by recognizing great individual and team effort and take time to thank them 
• Manage, monitor and co-ordinate various activities and processes to achieve excellence in the areas of safety, operational and customer service standards.  
• Anticipate, identify, and resolve service and operational problems with a results-oriented approach to performance. 
• Play an influential role in nurturing a sense of ownership across the workforce, so that employees feel empowered to use their judgment and experience to make sound decisions  
• Consistently communicate with employees and customers with company directions and explain the rationale behind our policies or decisions 
• Anticipate employees’ and customers’ needs and be available for them 
• Be entrepreneurial and make every decision as if you owned Air Canada  
• Assume local leadership, as assigned, for specific local initiatives or departments for process & performance improvement. 
• Participate in Management team meetings and decision making pertaining to office matters.

Qualifications

• Completion of a Bachelor’s degree or academic equivalent is an asset. 
• Knowledge of airline commercial operations, call centre operations, or related travel industry experience an asset. 
• Strong customer focus, dealing with employees and customers with professionalism and care. 
• Excellent problem solving skills; able to apply creative solutions that have a positive impact on results 
• Demonstrated ability to work under pressure, handle stressful situations and maintain flexibility 
• Ability to respond quickly to situations and seize opportunities  
• Able to influence, convince and create mutually acceptable solutions in the context of conflicts 
• Possess an energetic and tenacious achievement orientation, with demonstrated ability to take initiative and work with minimal supervision. 
• Exhibit leadership qualities which elicit trust in employees and demonstrate leadership judgment 
• Experience using Microsoft Office applications including Word, Excel, and Outlook. 
• Excellent verbal and written communication skills. 
• Demonstrated commitment to teamwork 
• Knowledge of labour relations and experience in managing a unionized workforce is an asset. 
• Ability to work evenings, weekends, and holidays. 
• Ability to travel when required.

• Candidates must be eligible to work in the country of interest, at the time any offer of employment is made and seeking any required work permits/visas or other authorizations which may be required is the sole responsibility of the candidates applying for this position.