Customer Service Manager - Service Centre - Temporary

Description

Belonging to Air Canada means belonging to a Canadian icon; Air Canada was recently named Best Airline in North America. Launch your career by joining our innovative and diverse team at the forefront of passenger air travel.

Our experienced Customer Service Managers take their leadership role seriously by helping Sales and Customer Service agents develop their full potential to deliver superior customer service. They have excellent interpersonal skills and leadership ability, as they must coach and motivate a frontline team to provide exceptional customer service for Air Canada worldwide. They adapt quickly to change and lead by example, demonstrating a positive, motivating, customer-focused attitude while showing excellent problem-solving skills and the ability to multitask.

Responsibilities

• Coach staff to meet and exceed team productivity and service objectives.
• Train on intangible skills so employees demonstrate courtesy, empathy and confidence while working under pressure.
• Monitor 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 for and benefits of change.
• Proactively manage employee absenteeism; take corrective action and foster a culture of reliability.
• Show recognition and provide constructive feedback to boost motivation and employee empowerment. Celebrate achievements by acknowledging significant individual and team efforts and taking time to thank staff.
• 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 using a results-oriented approach to performance.
• Influence employees to take ownership so they feel empowered to use judgment and experience to make good decisions.
• Consistently communicate company directives to employees and customers, explaining the rationale behind policies or decisions.
• Anticipate the needs of employees and customers and be accessible to them.
• Demonstrate an entrepreneurial mindset and make decisions as if you were an owner of Air Canada.
• Lead local initiatives or services, as appropriate, to improve processes and performance standards.
• Participate in leadership team meetings and decisions related to office activities.

Qualifications

• Bachelor's degree or equivalent training is an asset.
• Knowledge of airline commercial operations or call centre operations, or related travel industry experience, is an asset.
• Strong customer focus, professionalism and attention in interactions with staff and customers.
• Excellent problem-solving skills; ability to apply original solutions that positively impact results.
• Proven ability to work under pressure and manage stressful situations while maintaining a flexible attitude.
• Ability to adapt quickly to situations and seize opportunities.
• Ability to influence, persuade and develop mutually acceptable solutions in conflict situations.
• Strong self-motivation and initiative, with demonstrated ability to work with minimal supervision.
• Leadership qualities that earn employee trust and demonstrate sound leadership judgment.
• Experience using Microsoft Office applications, including Word, Excel and Outlook.
• Excellent oral and written communication skills.
• Proven team-player attitude.
• Knowledge of labour relations and experience managing a unionized workforce is an asset.
• Availability to work evenings, weekends and statutory holidays.
• Willingness to travel as required.
• 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 offer of employment is made and are responsible for obtaining any required work permits, visas or other authorizations. Proof of eligibility must be provided before the start date.

Language requirements

Where qualifications are 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 contribution of our employees to the success of our company.

As an employer that ensures equal access to employment, we encourage diverse applicants so we can build a workforce that reflects our customers and the communities where we live and operate.

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