Call Centre Supervisor

Perimeter Aviation; Winnipeg; On-site; CAD 45,000 - 65,000; Full time

Job summary

Perimeter Aviation LP is seeking a Call Centre Supervisor based in Winnipeg to oversee inbound call centre representatives and leads. This role provides day-to-day supervision, real-time guidance on reservations and service recovery, and ensures compliance with policies and performance standards.

The successful candidate will manage staffing, coach agents, monitor metrics, and participate in ongoing training to maintain service excellence and safety in operations.

Qualifications

• High school diploma or GED is required or equivalent.
• Amelia experience is an asset for airline reservations.
• Post-secondary aviation education is considered an asset.
• Indigenous awareness training is an asset.

Responsibilities

• Provide day-to-day supervision and operational support to Call Centre Agents handling inbound calls and reservations inbox.
• Oversee call centre operations, monitor volumes, queues and workloads; reallocate resources during peaks.
• Provide real-time guidance on reservations, disruptions and service recovery and escalate as needed.
• Act as escalation point for time-sensitive or high-impact issues and ensure resolution and follow-up.
• Coordinate staffing, breaks, holidays and training coverage to maintain resourcing.
• Monitor performance through audits and coaching; implement corrective actions.
• Support onboarding, training and toolbox talks to keep staff proficient.
• Assist with performance reviews and improvement plans.
• Foster an inclusive, professional work environment and promote accountability.
• Engage with team on Microsoft Teams and communicate real-time updates.
• Complete administrative tasks and ensure adherence to internal controls.

Skills

Leadership

Communication

Time management

Team orientation

Problem solving

Microsoft Teams

Education

High school diploma or GED

Aviation-related education

Post-secondary aviation education asset

Indigenous awareness training asset

Tools

Amelia

Microsoft Office

Job description

Position Summary

Reporting to the Winnipeg Base Manager, the Call Centre Supervisor provides day-to-day oversight and operational support to inbound Call Centre Representatives and Leads, ensuring timely, accurate and professional customer service. The role supports frontline staff with real-time guidance on reservations, disruptions and service recovery, while reinforcing service and handling standards, monitoring performance and ensuring compliance with established policies and operational requirements.

Personal Characteristics

• Strong leadership with the ability to supervise and direct other employees
• Highly flexible, with the ability to respond quickly in a dynamic environment
• Professional and respectful, with a positive work attitude
• Timely with a high level of commitment to on-time performance is essential
• Motivated with the ability to work independently and as part of a team
• Effective verbal and written communication skills
• High level of respect, understanding and regard for First Nations communities
• Able to think critically and act logically to evaluate situations and provide sound judgment
• Able to build and maintain lasting relationships with all departments, business partners and customers
• Strong leadership and supervisory skills
• Superior time management skills, multitasking skills and the ability to prioritize tasks
• High level of integrity, confidentiality and accountability
• Strong problem solving and analytical skills
• Able to effectively train and develop personnel within their department
• Able to handle stressful situations in a calm and effective manner
• Customer Service-oriented with a commitment to exceptional service
• Strong attention to detail
• Willing to take initiative to make personal and organizational improvements

Key Responsibilities and Accountabilities

• Provide day-to-day supervision, direction, and operational support to Call Centre Agents handling inbound calls and the reservations inbox
• Oversee daily call centre operations, monitoring call volumes, queues, and inbox workloads; reallocate resources and step in during peak periods to maintain service continuity
• Provide real-time guidance and escalation support related to reservations, irregular operations (IROPs), customer recovery, and complex inquiries
• Act as a point of escalation for time-sensitive, sensitive, or high-impact customer issues, ensuring appropriate resolution, documentation, and follow-up
• Coordinate staffing schedules, breaks, holidays, and training coverage to ensure adequate operational resourcing
• Monitor agent performance through call audits, quality assurance reviews, and competency assessments; provide coaching, feedback, and corrective improvement plans as required
• Support onboarding, training, and recurrent toolbox talks to ensure agents remain proficient in systems, policies and service standards
• Assist with the preparation and administration of performance improvement plans and performance reviews
• Foster a respectful, inclusive, and professional work environment that promotes engagement, accountability, and employee development
• Actively engage on Microsoft Teams to respond to agent inquiries, manage escalations, and communicate operational updates in real time
• Complete assigned administrative and reporting tasks in accordance with management timelines and internal controls
• Remain up to date on all Perimeter products, services, systems, policies and procedures, and assist Call Centre team members with the understanding and implementation of such
• Responsible and accountable for maintaining thorough knowledge of relevant Perimeter Aviation LP policies and procedures on internal control and risk management and consistently applying them
• Embrace Perimeter’s culture of safety and customer satisfaction, ensuring that staff members are actively participating in the Company’s Safety Management System
• Assist and step in for department as required
• Perform additional duties as required

Minimum Education, Experience and Certifications

• High school diploma or General Education Degree (GED) equivalent
• Must be able to obtain and maintain any applicable transportation security clearances and additional authorizations
• Experience using Microsoft Office Suite (Outlook, Excel, Word)
• Minimum one year supervisory and customer service experience preferred
• Post-secondary education in aviation or related program is considered an asset
• Previous experience with an Airline Reservation Software System considered an asset (Amelia preferred)
• Indigenous and Cultural Awareness Training considered an asset

Working Conditions

• Physically able to perform all listed job duties
• Travel by aircraft and other means as required by role
• Various shifts at a fast pace in order to meet service level requirements of the airline
• Able to lift and carry up to 50 lbs
• Manual dexterity required to use desktop computer and telephone

Methods and procedures described or implied in the job profile may be altered to accommodate employees.