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Operational Content Excellence Manager - 26981

Location: DORVAL, QC, Canada
Posting Start Date: Oct 13, 2021
Posting End Date: Oct 20, 2021

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Job Description

Description

Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.
 
The Operational Content Excellence Manager contributes to the development and implementation of comprehensive communication strategies and programs to engage internal branch audiences and support the managing and publishing activities of operational content for our Customer Contact Centres global network. 
 
Reporting to the Team Manager – Operational Content Excellence, this incumbent will be a key player on our Service Excellence team. They will create content for ACpedia; our bilingual, knowledge management system.  
  • Compose, edit and manage operational communication for the Customer Contact Centres branch. 
  • Monitor corporate and customer service survey results and develop communication plans to raise employee awareness and enhance ratings in conjunction with the Employee Communication and Brand teams.
  • Write and record Interactive Voice Response (IVR) messages for our Customer Contact Centres general reservation lines.
  • Available on call on evenings and weekends; be responsible to issue operational content for unforeseen and unplanned events/circumstances.
  • Investigate any communication failures and develop/implement solutions.
  • Manage Customer Contact Centre content on ACaeronet. 
  • Develop and maintain accurate content in ACpedia, the ACpedia Assistant tool (Chatbot) and HZTV on a daily basis.
  • Solution and respond to feedback received from Customer Contact Centre employees and managers via our ACpedia feedback tool, Chatbot Feedback Forum and our ACpedia Yammer group.
  • Available to travel to promote ACpedia and to assist with operations when required.
  • Create and maintain communication templates and distribution lists.
  • Monitor the quality of Customer Contact Centre publications and operational communication initiatives, adhering to specific standards.
  • Keep abreast of corporate communication initiatives to ensure aligned communication (The Daily, Horizons, Social Media, Blog Message etc.)
  • Support internal operational communication programs (including onboarding, recognition, development, etc.)
  • Collaborate with internal stakeholders to coordinate intake sessions, editing, proof-reading, translating and posting of various communication pieces through various mediums.

Qualifications

  • Preferred University degree or college diploma in Communications, Public Relations, Journalism or a related discipline. 
  • Comprehensive understanding of Customer Contact Centre issues, goals and objectives in order to provide clear direction and effective communication.
  • Sound working experience in the airline industry required
  • Strong knowledge of Customer Contact Centre processes required.
  • Knowledge of Altea Reservation Desktop (ARDWeb) preferred.
  • Ability to communicate in English and French at an expert level, both verbally and in written form required.
  • Able to translate complex processes into clear and concise briefs.
  • At least 5 years of pertinent experience in a communication role preferred.
  • Previous experience working and communicating within a unionized environment is an asset.
  • Expert knowledge of new and emerging communication formats and technologies is an asset.
  • In depth knowledge of various communication tools, ACpedia, websites, SharePoint sites, electronic newsletters, kiosks etc.
  • Competency with Microsoft Office Suite, Publishing, and media handling software and tools.
  • Experience with web-based employee communication tools, content management systems and social media technologies.
  • High level of ingenuity and initiative.
  • Strong interpersonal skills and attention to detail.
  • Able to work independently with minimal supervision.
  • Ability to work under pressure and strict deadlines, handle demanding workloads and multi-task in a fast-paced environment.
  • Able to handle confidential and sensitive information with discretion.
  • Event/project planning experience is an asset.
  • Mandatory Covid-19 Vaccination Required as of October 31st 2021
  • 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 responsibly of the candidates applying for this position.
 
Linguistic Requirements

Based on equal qualifications, preference will be given to bilingual candidates. 

Diversity and Inclusion
 
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.
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