Lead Agent (4-month temporary)

Company Description

Be part of the trip!

Our mission is to be our customers' and team's favorite airline.

Open-mindedness, caring for others, intelligence at work and above all a healthy dose of fun allow us to accomplish great things every day. Our commitment has earned us the title of world's best leisure airline on several occasions, and this is only 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 will also have the opportunity to work in modern and inspiring work environments.

Job Description

The incumbent plays a key role in operational fluidity and team support. Acts as a resource person, ensures coordination of critical tasks and contributes to the proactive resolution of operational and customer issues. Collaborates with colleagues, shows adaptability to change, is tolerant, receptive and attentive to others and customers.

• Provide technical and procedural coaching 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 providing active support to agents in executing their daily tasks, including taking charge of certain operations as needed.
• Manage escalations from B2C, B2B and GDS clientele with professionalism and efficiency.
• Support mentors during training related to internal procedure updates or changes.
• Assume a reference role for agents outside regular hours, particularly evenings and weekends.
• Provide prompt support to destination representatives, the PSS team and the liaison team.
• Work closely with supervisors to identify agent development opportunities and coaching needs.
• Analyze files and call recordings to resolve complex or problematic situations.
• Act as a technical and procedural reference for other company departments.

Qualifications

• Possess a minimum of one year of experience as an agent in a Contact Centre or as an Operational Support agent.
• Fluent in French and English, both orally and in writing*.
• Demonstrate excellent knowledge of one of the technological tools used (TTS, Radixx, E-Ticket Services, Salesforce or Plan 3).
• Have a deep understanding of procedures and products offered (B2C, B2B, GDS).
• Demonstrate a strong spirit of collaboration and a marked interest in teamwork.
• Possess well-developed analytical and prioritization skills.
• Be autonomous, rigorous and capable of performing under pressure.
• Have good command of Microsoft Excel.
• Be recognized for 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 duration of 4 months.

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

Artificial intelligence tools are used for candidate analysis, whether to sort or pre-select 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 bring together a workforce that reflects the diversity of our customers as well as the communities we travel to. We therefore encourage women, visible minorities, ethnic minorities, Indigenous peoples and persons with disabilities to submit their applications. Transat will accommodate persons with disabilities throughout the selection and hiring process. If you require accommodation measures, please contact us so that we can work together to suit your needs appropriately.