Principal Agent (4-month temporary)

Company description

Be part of the journey!

Our mission is to be the preferred airline for our customers and our team.

Open-mindedness, care for others, intelligence at work, and above all a good dose of fun allow us to achieve great things every day. Our commitment has earned us the title of world's best leisure airline many times, and that's just the beginning.

Want to join us? You'll have the chance to enjoy exclusive travel privileges to explore the world and create unforgettable memories. You'll also have the opportunity to work in modern and inspiring environments.

Job description

The incumbent plays a key role in ensuring smooth operations and supporting the teams. Acts as a resource person, coordinates critical tasks, and contributes to the proactive resolution of operational and customer issues. They collaborate with colleagues, demonstrate adaptability to change, are tolerant, receptive, and attentive to others and to customers.

• Provide technical and procedural support to agents, adopting a coaching approach tailored to individual needs.
• Support agents by answering their questions and guiding them to apply procedures with confidence and autonomy.
• Coordinate operational activities while actively supporting agents in the execution of their daily tasks, including taking charge of certain operations as needed.
• Manage escalations from B2C, B2B, and GDS clients with professionalism and efficiency.
• Support mentors during training sessions related to internal procedure updates or changes.
• Act as a reference person for agents outside regular hours, especially evenings and weekends.
• Offer quick support to destination representatives, the PSS team, and the liaison team.
• Collaborate closely with supervisors to identify development opportunities and coaching needs for agents.
• Analyze files and call recordings to resolve complex or problematic situations.
• Act as a technical and procedural reference for other departments of the company.

Qualifications

• Possess a minimum of one year of experience as an agent in a Contact Center.
• Be fluent in French and English, both spoken and written*.
• Have a deep understanding of procedures and products offered (B2C, B2B, GDS).
• Demonstrate a strong spirit of collaboration and a keen interest in teamwork.
• Possess well-developed analytical and prioritization skills.
• Be autonomous, rigorous, and able to perform under pressure.
• Have a good command of Microsoft Excel.
• Be recognized for your dynamism, proactivity, and resourcefulness.
• Adapt quickly to a constantly evolving environment.
• Be available to work a variable schedule, including evenings and weekends.

Additional information

#LI-SG1

The position is temporary for a period of 4 months.

*A good command of French is required for positions in Quebec. The incumbent will frequently communicate in English, both orally and in writing, with colleagues, clients, or other stakeholders, both in Quebec and internationally.

Artificial intelligence tools are used for application analysis, whether for sorting or pre-selecting profiles based on criteria related to job requirements. All applications are then reviewed by our recruitment team to ensure a fair and inclusive process.

Employment Equity

Transat is committed to fostering an inclusive and respectful environment where equity takes precedence. We strive to build a workforce that reflects the diversity of our customers and the communities in which we travel. We therefore encourage women, visible minorities, ethnic minorities, Indigenous people, and people with disabilities to submit their applications. Transat will accommodate people with disabilities throughout the selection and hiring process. If you require accommodations, please contact us so that we can appropriately meet your needs together.