Operations Manager - Service Centre - Temporary

Belonging to Air Canada is akin to belonging to a Canadian symbol, Air Canada recently voted Best Airline in North America. Let your career take flight by joining our innovative and diverse team at the forefront of passenger air transportation.

Our seasoned Operations Managers take leadership to heart by helping Sales and Customer Service Agents develop their full potential to deliver superior customer service. They possess strong interpersonal and leadership skills as they coach and motivate a team of frontline employees to deliver exceptional Air Canada customer service worldwide. They adapt quickly to changes and lead by example, adopting a positive, motivating, customer-focused attitude while demonstrating excellent problem-solving and multitasking abilities.

Responsibilities

• Coach employees to achieve and exceed team productivity and service goals.
• Train on soft skills so employees exhibit courtesy, empathy, and confidence while working under pressure.
• Listen to calls to evaluate employee behavior, technical accuracy, and compliance with Company policies and procedures.
• Support the rollout of new products and services, communicating the reasons for and benefits of change.
• Proactively manage employee absenteeism. Take corrective action and foster a culture of reliability.
• Show appreciation and offer constructive feedback to boost employee motivation and empowerment. Celebrate successes with employees by recognizing major individual and collective efforts, and taking the time to thank them.
• Manage, monitor, and coordinate various activities and processes to ensure excellence in safety, operations, and customer service standards.
• Anticipate, identify, and resolve service and operational issues using a results-oriented approach to performance.
• Play an influencing role to foster a sense of responsibility among employees so they feel free to use their judgment and experience to make sound decisions.
• Consistently communicate Company guidelines to employees and customers and explain the reasons behind our policies or decisions.
• Anticipate employee and customer needs and be accessible to them.
• Have an entrepreneurial spirit and make all decisions as if you were the owner of Air Canada.
• Take the lead on local initiatives or services, as applicable, to improve processes and performance standards.
• Participate in management team meetings and decisions regarding office activities.
• Collaborate with union representatives, Labor Relations, managers, and employees to resolve issues related to workforce planning, attendance, accommodation, and labor relations.

Qualifications

• Bachelor's degree or equivalent training, an asset.
• Knowledge of airline commercial operations or call center activities, or related travel industry experience, an asset.
• Strong customer orientation, professionalism, and attentiveness in interactions with employees and customers.
• Demonstrated leadership, coaching, and employee development skills in a dynamic, customer-service-driven environment.
• Excellent critical thinking, judgment, problem-solving, and decision-making skills, with the ability to quickly resolve complex situations affecting employees, customers, and operations.
• Excellent communication, influencing, conflict management, and trust-building skills, with the ability to reach mutually beneficial solutions.
• 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.
• Ease in influencing, persuading, and developing mutually acceptable solutions in case of conflict.
• Strong, energetic self-motivation, proven initiative, and demonstrated ability to work with minimal supervision.
• Experience using Microsoft Office applications, including Word, Excel, and Outlook.
• Proven team spirit.
• Knowledge of labor relations and experience managing a unionized workforce, an asset.
• Availability to work evenings, weekends, and holidays.
• Availability to travel as needed.
• Demonstrate punctuality and reliability to support the overall success of the team in a fast-paced environment.

Conditions of employment:

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

Language Requirements

All things being equal, 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 workplace that highlights the unique contribution of our employees to our business success.

As an equal opportunity employer, we encourage diverse applications so that we can build a workforce that is varied and representative of our customers and the communities where we live and serve.

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