Are you passionate about reaching new heights, teamwork and making a meaningful contribution? Do you picture yourself as a valued member of an industry-leading organization? If you answered yes to these questions, Air Canada is seeking enthusiastic individuals to join the diverse and vibrant team working together to lead the growth and expansion of Canada’s flag carrier.
The Manager, Contact Centres Operations, reports directly to the Director, Customer Contact Centre Excellence and is responsible and accountable for the day-to-day operations of the Toronto Customer Contact Centre located in Etobicoke. This position is expected to lead with excellence the local Customer Service Managers, Leads and Customer Sales & Service Agents based at the location.
As a leader, motivator and communicator, you will be responsible for driving all aspects of operational performance for your assigned team/site, in collaboration and consistent with the business operating mandates. While building strong working relationships with internal and external teams across the branch/company to help shape the Customer Contact Centres in becoming an industry leading customer service center of excellence
Strategy & Planning
Work closely with the branch’s Shared Services and Leadership teams to recommend and implement the strategic and operational direction of the Customer Contact Centres operating unit/assigned site
Act as the Voice of the Customer, championing change and improvements across the customer experience, and influencing future change/projects to support and achieve improvements in the customer experience
Identify and implement synergies/efficiencies across Contact Centres
Support projects and manage the implementation as needed
Support Emergency Response and other Corporate initiatives
Manage the day to day performance of the assigned Contact Centre operation/location to deliver best in class service, meeting or exceeding all KPIs and within budget
Implement the delivery of end to end customer contact resolution and the associated member experience, supporting cross-company initiatives to drive improvements, and reduce complaints
Enhance the quality of customer interactions, ensuring quality standards, compliance, regulatory and legal obligations are met across all communications
Resolve customer complaints/escalations
Provide leadership during Irregular Operations (IROPS)
With the support of the Shared Branch Services team, operationalizes commercial directions and continuous improvement initiatives
Oversee employee scheduling and workforce requirements
Working with Corporate Real Estate and local building management to maintain facilities and office administration requirements
Participate in Joint Health and Safety Committee Meetings
Coaching & Talent Development
Lead and inspire, creating a motivated, engaged and cohesive team of managers and agents
Retain and develop the best employees to ensure excellence
Implement the performance management cycle including coaching, mentoring and termination
Work closely with the branch shared service and corporate support services to implement and support the recruitment, training, induction and coaching strategy within the Contact Centre and taking responsibility for the ongoing development of all team members
Build productive relationships with the local District Chair including but not limited to the point of contact for essential communications, required meetings, issue resolution, escalations as well as grievance hearings and responses (level 1 and support for level 2 when needed)
As needed, manage employees through the progressive discipline process
Participate in monthly, quarterly and ad-hoc Union-Management meetings (i.e. 18.03 local meetings, national UMHQ meetings, attendance meetings, etc.) and work in tandem with Labour Relations on local issues
Based on equal qualifications, preference will be given to bilingual candidates.
Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees’ unique contributions to our company’s success.
As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.
Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.