Manager, Contact Centres Operations

Description

Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.

The Manager, Contact Centres Operations, reports directly to the Director, Customer Contact Centre Excellence and is responsible and accountable for the day-to-day operations of the Toronto Customer Contact Centre located in Etobicoke. This position is expected to lead with excellence the local Customer Service Managers, Leads and Customer Sales & Service Agents based at the location.  

As a leader, motivator and communicator, you will be responsible for driving all aspects of operational performance for your assigned team/site, in collaboration and consistent with the business operating mandates.  While building strong working relationships with internal and external teams across the branch/company to help shape the Customer Contact Centres in becoming an industry leading customer service center of excellence

Responsibilities:

Strategy & Planning 

• Work closely with the branch’s Shared Services and Leadership teams to recommend and implement the strategic and operational direction of the Customer Contact Centres operating unit/assigned site. 
• Act as the Voice of the Customer, championing change and improvements across the customer experience, and influencing future change/projects to support and achieve improvements in the customer experience. 
• Identify and implement synergies/efficiencies across Contact Centres.
• Support projects and manage the implementation as needed.
• Support Emergency Response and other Corporate initiatives.

Operations Management 

• Manage the day-to-day performance of the assigned Contact Centre operation/location to deliver best in class service, meeting or exceeding all KPIs and within budget.
• Implement the delivery of end-to-end customer contact resolution and the associated member experience, supporting cross-company initiatives to drive improvements, and reduce complaints. 
• Enhance the quality of customer interactions, ensuring quality standards, compliance, regulatory and legal obligations are met across all communications.
• Resolve customer complaints/escalations. 
• Provide leadership during Irregular Operations (IROPS).
• With the support of the Shared Branch Services team, operationalizes commercial directions and continuous improvement initiatives.
• Oversee employee scheduling and workforce requirements. 
• Working with Corporate Real Estate and local building management to maintain facilities and office administration requirements.
• Participate in Joint Health and Safety Committee Meetings.
• Demonstrate punctuality and dependability to support overall team success in a fast-paced environment.

Coaching & Talent Development 

• Lead and inspire, creating a motivated, engaged and cohesive team of managers and agents. 
• Retain and develop the best employees to ensure excellence.
• Implement the performance management cycle including coaching, mentoring and termination. 
• Work closely with the branch shared service and corporate support services to implement and support the recruitment, training, induction and coaching strategy within the Contact Centre and taking responsibility for the ongoing development of all team members. 

Labour Relations 

• Build productive relationships with the local District Chair including but not limited to the point of contact for essential communications, required meetings, issue resolution, escalations as well as grievance hearings and responses (level 1 and support for level 2 when needed). 
• As needed, manage employees through the progressive discipline process. 
• Participate in monthly, quarterly and ad-hoc Union-Management meetings (i.e. 18.03 local meetings, national UMHQ meetings, attendance meetings, etc.) and work in tandem with Labour Relations on local issues.

Qualifications

• Bachelor’s degree in business administration or the equivalent is an asset.  
  
  
• A minimum 5+ years customer service management experience in the airline industry.
  
  
• A broad-based understanding of Air Canada culture, workings and our Flight Path.
  
  
• Clear understanding of the strategic and operational mission of Air Canada and the Customer Contact Centres Branch.
  
  
• A very high degree of diplomacy, discretion, professional and judgement with the ability to nature. business relationships that focused our customers, employees and union. 
  
  
• Proven leadership/management skills and definitive problem solving and decision-making skills. 
  
  
• Budgeting and analytical abilities.
  
  
• Positive, enduring and empathetic attitude towards work, customers and employees.
  
  
• Highly organized, ability to multi-task and move multiple projects along to completion.
  
  
• Ability to multi-task never sacrificing quality.
  
  
• Proven customer orientation and ability to work with various customer levels (internal/external).
  
  
• Ability to work well and maintain composure under pressure, meet deadlines and work with minimum supervision.
  
  
• Flexibility and willingness to work extended hours, on occasion.
  
  
• Exposure to customer service/recovery operations within the airline environment would be an asset.
  
  
• Excellent communication skills (verbal and written including presentations).
  
  
• Some limited travel is required.
  
  
• Sound knowledge and proficiency of computer skills, including Microsoft Office Suite of Word, Excel and PowerPoint (required) with Teams and Dynamics 365 (asset).
  
  
• Knowledge or exposure to Air Canada’s products and customer value propositions would be an asset.
  
  
• Demonstrate punctuality and dependability to support overall team success in a fast-paced environment.
  
  

Conditions of Employment:

• Candidates must be eligible to work in the country of interest, at the time any offer of employment is made and seeking any required work permits/visas or other authorizations which may be required is the sole responsibility of the candidates applying for this position.

Linguistic Requirements

Based on equal qualifications, 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 work environment which highlights employees’ unique contributions to our company’s success.

As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.

Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.