Operations Manager - Service Centre - Temporary

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

Our seasoned Operations Managers take their leadership role to heart by helping Sales and Customer Service agents develop their full potential to deliver superior customer service. They have excellent interpersonal and leadership skills, as they must coach and motivate a team of frontline employees to deliver exceptional customer service at Air Canada on a global scale. They adapt quickly to change and lead by example for employees, adopting a positive, motivating, customer-centric attitude, while demonstrating excellent problem-solving and multitasking abilities.

Responsibilities:

• Coach employees to meet and exceed the team's productivity and service goals.
• Train on soft skills so that employees demonstrate 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 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 in a way that boosts 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 problems by adopting 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 good decisions.
• Consistently communicate Company guidelines 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 you were the owner of Air Canada.
• Take the lead in local initiatives or services, as appropriate, 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 commercial airline operations or call center activities, or related travel industry experience, an asset.
• Strong customer orientation, professionalism, and attention to detail in interactions with employees and customers.
• Demonstrated leadership, coaching, and employee development skills in a dynamic, customer service-oriented 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 arrive at 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.
• Facilitation in influencing, convincing, 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.

Employment Conditions:

Candidates must be eligible to work in the country concerned at the time a job offer 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 resolutely committed to diversity and inclusion and aims to create a healthy, accessible, and rewarding work environment that showcases the unique contribution of our employees to the success of our business.

As an equal opportunity employer, we encourage diverse applications so that we can have a diverse workforce 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.