Chief Operating Officer - Service Centre

Belonging to Air Canada is belonging to a Canadian symbol, Air Canada recently voted best airline in North America. Take off your career by joining our innovative and diverse team at the forefront of passenger air transport.

Our experienced Chiefs of Operations take their leadership role to heart by helping Sales and Customer Service Agents develop their full potential to provide superior customer service. They possess excellent interpersonal skills and an aptitude for leadership, as they must coach and motivate a team of front-line employees to provide exceptional customer service at Air Canada worldwide. They adapt quickly to change and set an example for employees, by adopting a positive, motivating and customer-oriented attitude, while demonstrating excellent problem-solving and multi-tasking skills.

Responsibilities:

• Coach employees to meet and exceed team productivity and service objectives.
• Provide soft skills training so that employees demonstrate courtesy, empathy and confidence while working under pressure.
• Listen to calls to assess employee behavior, technical accuracy and compliance with Company policies and procedures.
• Support the launch of new products and services, and communicate the reasons and benefits of change.
• Proactively manage employee absenteeism. Take corrective action and foster a culture of reliability.
• Show recognition and provide constructive feedback to stimulate employee motivation and empowerment. Celebrate successes with employees by recognizing great individual and collective efforts, and take time to thank them.
• Manage, monitor and coordinate various activities and processes to ensure excellence in safety, operational and customer service standards.
• Anticipate, identify and resolve service and operational issues by adopting a results-oriented approach to performance.
• Play an influencing role in instilling a sense of responsibility in employees so that they feel free to use their judgment and experience to make good decisions.
• Constantly communicate Company directives to employees and customers and explain the reasons for our policies or decisions.
• Anticipate employee and customer needs, and be accessible to them.
• Have an entrepreneurial spirit and make all decisions as if they owned Air Canada.
• Lead local initiatives or services, as appropriate, to improve processes and performance standards.
• Participate in management team meetings and decisions concerning office activities.

Qualifications

• Bachelor's degree or equivalent education, an asset
• Knowledge of airline commercial operations or call center activities, or related travel industry experience, an asset.
• Strong customer orientation, professionalism and attention in interactions with employees and customers.
• Excellent problem-solving skills; ability to apply original solutions that will have a positive impact on results.
• Proven ability to work under pressure and manage stressful situations, and ability to maintain a flexible attitude.
• Ability to adapt quickly to situations and seize opportunities.
• Ability to influence, persuade and develop mutually acceptable solutions in case of conflicts.
• Energetic and strong self-motivation, proven initiative and demonstrated ability to work with minimum supervision.
• Leadership qualities that build employee trust and demonstrate leadership judgment.
• Experience using Microsoft Office applications, including Word, Excel and Outlook.
• Excellent oral and written communication skills.
• Proven team spirit.
• Knowledge of labor relations and experience in managing a unionized workforce, an asset.
• Availability to work evenings, weekends and holidays.
• Availability for travel, as needed.
• Demonstrate punctuality and reliability to support overall team success in a fast-paced environment.

Employment conditions:

Candidates must be eligible to work in the country concerned at the time an employment offer is made and are responsible for obtaining the necessary work permits, visas or other authorizations. Proof of eligibility must be provided prior to the start date.

Language requirements

All things being equal, preference will be given to bilingual candidates.

Diversity and inclusion

Air Canada is firmly committed to diversity and inclusion and aims to create a healthy, accessible and rewarding workplace that values the unique contributions of our employees to the success of our company.

As an employer that guarantees equal access to employment, we encourage the most diverse applications in order to build a varied workforce representative of our customers and the communities where we live and offer our services.

Air Canada thanks all candidates for their interest, but only those selected for an interview will be contacted.