Operations Manager - Service Centre - Temporary

Belonging to Air Canada is to belong to a Canadian icon, recently named Best Airline in North America. Let your career take flight 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 possess excellent interpersonal and leadership skills as they coach and motivate a team of frontline employees to deliver exceptional customer service to Air Canada globally. They adapt quickly to changes and set an example for employees by adopting a positive, motivating, and customer-centric attitude, while demonstrating excellent problem-solving and multitasking abilities.

Responsibilities

• Coach employees to achieve and even 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.
• Demonstrate recognition and provide constructive feedback to boost employee motivation and empowerment. Celebrate successes with employees by recognizing major individual and collective efforts, and take 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 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 the needs of employees and customers 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 measures, 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 attentiveness 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.
• Ease in influencing, convincing, and developing mutually acceptable solutions in case of conflicts.
• Strong self-motivation and energy, 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 team's overall success in a fast-paced environment.

Employment Conditions:

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

Language Requirements

All else 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 highlights the unique contribution of our employees to our company's success.

As an equal opportunity employer, we encourage a diverse range of applicants 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.