Aviation Call Center Lead & Coach

Perimeter Aviation LP; Winnipeg; Hybrid; CAD 50,000 - 65,000; Full time

Job summary

Perimeter Aviation LP in Winnipeg is seeking a Lead Call Center Agent to oversee a team of agents, make informed decisions, and ensure service standards are met.

Reporting to the Base Manager, you will coach staff, manage schedules, handle escalations, and coordinate communications via Teams and email, all while maintaining policies and safety requirements.

A successful candidate will have strong leadership, exceptional communication, and the ability to multitask in a fast-paced environment.

Qualifications

• High school diploma or GED required.
• Experience using Microsoft Office (Outlook, Excel, Word).
• Minimum one year in a customer service call center preferred.
• Post-secondary aviation education is an asset.
• Experience with Amelia airline reservation system is an asset.
• Indigenous and Cultural Awareness Training is an asset.
• Must be able to obtain and maintain transportation security clearances.

Responsibilities

• Oversee daily call center operations and ensure quality service.
• Monitor call volumes and performance targets, assist during peak times.
• Coordinate agent lunch and break schedules.
• Arrange coverage for absent agents.
• Provide coaching and training to new and existing agents to improve performance.
• Engage actively on Microsoft Teams, responding to agent inquiries promptly.
• Handle escalated customer issues and provide timely resolutions.
• Work on reservation emails.
• Prepare allotment vouchers and letters for chiefs and councils.
• Work with operations to reach out to passengers during IRROPS.
• Submit vouchers to accounting weekly.
• Make informed decisions without compromising internal policies.

Skills

Leadership

Communication

Customer service

Problem solving

Time management

Multitasking

Coaching

Teamwork

Decision making

Adaptability

Education

High school diploma or GED

Aviation-related education

Post-secondary aviation coursework

Tools

Microsoft Office

Amelia Reservation System

Job description

Perimeter Aviation LP in Winnipeg is seeking a Lead Call Center Agent to oversee a team of agents, make informed decisions, and ensure service standards are met.

Reporting to the Base Manager, you will coach staff, manage schedules, handle escalations, and coordinate communications via Teams and email, all while maintaining policies and safety requirements.

A successful candidate will have strong leadership, exceptional communication, and the ability to multitask in a fast-paced environment.