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Manager, Training Delivery Contact Centre and Loyalty - 29905

Location: DORVAL, QC, Canada
Posting Start Date: Jun 24, 2022
Posting End Date: Jul 1, 2022


Job 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.
Reporting to the Director, Training Operations – this position will serve to provide leadership and direction to ensure that all aspects of Training Delivery for Contact Centre Globally, is completed in accordance with the standards set forth by governing bodies and legislations such as Canada Labour Code, Transport Canada, IOSA, Business Processes, Policy and Procedures and Commercial.
  • Provides leadership to both an internal team and to third parties to promote safety, customer service, and procedural consistency within an environment that supports learning and development.
  • Maintains constant communication with the leaders of Contact Center and Loyalty, to ensure that training activities meet their expectations and operational needs.
  • Ensures adequate resources are in place to support all applicable training plans, participating in head-count and budgetary activities as required.
  • Ensures all training programs delivered are designed in accordance to IOSA and Transport Canada / Canada Labour Code standards and liaises with Branch safety teams to ensure that regulatory and procedural compliance is maintained
  • Ensures all training follows the AOSH and COSH regulations
  • Responds to any findings reported following an inspection by any member of the Branch, Transport Canada, or other regulatory bodies
  • Provides standardized training product consultation to Third Party Operations as required.
  • Supports or participates in internal/external audits, safety call-outs and investigations regarding Contact Centers.
  • Reviews and responds to inquiries regarding any aspects of training delivery.
  • Leads yearly objective setting exercise for the Customer Service Training Team.
  • Fosters communication with Workforce Planning and respective bargaining units with the intent to support initiatives and activities that impact training operations.
  • Develops effective project work-plans and provides regular updates to the Director, Training Operations with respect to milestones and deadlines.
  • Leads the Delivery team to closely monitor and support Design team for seamless transition of new courses
  • Plans, organizes and oversee Train the Trainer workshops to qualify instructors on concepts and techniques required to deliver training.
  • Creates a positive team environment that encourages team members to provide feedback and drives change for continuous improvement in training delivery.
  • Works closely with the E-learning Integration team for all new initiatives by incorporating delivery methods supporting online methods
  • Reviews Instructors Handbook with Delivery managers and incorporate changes as required
  • Participates in monthly meetings with Contact Centers Managers, within Canada, USA and INT.
  • Participates in Weekly Operational Contact Center Branch Meeting.
  • Responsible for both short and long term Delivery Plans for the continuous improvement of training delivery
  • Lead the implementation of training projects, using project management skills, methodology and tools.
  • Ensures that there is constant communication with Business Processes Team, in order to ensure that all their training is delivered as per the service standards.
  • Works closely with the Design team to ensure that that the training delivered are designed to maximize efficiencies and eliminate redundancy.
  • Maintain safety as first topic day to day
  • Assuming any responsibilities delegated by the Director, Training Operations
  • Perform all other duties as assigned by the Director, Training Operations
  • In person’s absence, all responsibilities for duties are delegated to another qualified individual
  • Keep abreast of corporate initiatives and communications
  • Establish and maintain business processes and procedures for the position
  • Ensure provisions of the Official Languages Act are applied to the daily work environment as required


  • Bachelor’s degree or other related discipline or equivalent professional experience.
  • Minimum 5-7 years of operational management experience within a unionized environment, supervising large teams.
  • Previous experience in a customer service environment is an asset.
  • Previous experience in a training environment is an asset.
  • Strong Operational background and knowledge
  • Knowledge of Unifor Contract is an asset
  • Experience and track record leading, motivating and coaching a team.
  • Able to establish effective working relationships with internal clients as well as third parties.
  • Good working knowledge of technology required to enable effective on-line learning.
  • Demonstrated ability to work collaboratively with others.
  • Demonstrated ability to work independently and be proactive.
  • Ability to work under pressure, assess priorities and manage strict deadlines.
  • Ability to plan, organize, coordinate, and manage diverse work assignments.
  • Highly flexible and adaptable
  • Strong Computer Skills
  • Strong written and oral interpersonal and communication skills.
  • Strong team player with the ability to focus on customer requirements in a dynamic environment.
  • Able to work with minimum supervision.
  • Strong presentation skills
  • High regard for safety and demonstrates sound knowledge of Operational Safety, Policies and Procedures
  • Ability to meet deadlines and work under pressure, managing multiple projects.
Conditions of Employment:
  • 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.
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.