Lead Call Centre Agent

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

Position Summary

Reporting to the Base Manager, the Lead Call Center Agent is responsible for making informed decisions without compromising policies/procedures. This individual will demonstrate strong interpersonal and communication skills. The Call Center Agent Lead is responsible for overseeing the daily operations of a team of call center agents. This position requires strong leadership, problem-solving skills, and the ability to manage multiple tasks in a fast-paced environment.

Personal Characteristics

• 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
• Willing to take the initiative to make personal and organizational improvements
• Able to handle stressful situations in a calm and effective manner
• Customer service oriented with a commitment to exceptional service

Key Responsibilities and Accountabilities

• Oversee daily operations, ensuring all agents meet performance standards and deliver high-quality customer service.
• Monitor call volume and ensure the team meets performance targets, stepping in to handle calls during high queue periods.
• Coordinate agent lunch and break schedules.
• Arrange coverage for absent agents.
• Provide coaching, mentoring, and training to new and existing agents to improve performance, product knowledge, and customer handling skills.
• Engage actively on Microsoft Teams, responding to agent inquiries promptly.
• Handle escalated customer issues, providing timely resolutions and communicating in the escalated group chat on Teams.
• Work on reservation emails.
• Prepare allotment vouchers and letters, ensuring emails are sent to all chiefs and councils on the 15th of each month.
• Work with the operations team to assist in reaching out to passengers during IRROPS.
• All purchase vouchers received via fax or email should be sent to the accounting team on a weekly basis.
• Possess the ability to make informed decisions without compromising internal policies/procedures
• Actively participate in the Company’s Safety Management System
• Perform additional duties as assigned by Supervisors or the Manager.

Minimum Education, Experience and Certifications

• High school diploma or General Education Degree (GED) equivalent
• Experience using Microsoft Office Suite (Outlook, Excel, Word)
• A minimum of one year of experience in a customer service call center is preferred.
• Post-secondary education in aviation or related programs 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
• Must be able to obtain and maintain any applicable transportation security clearances and additional authorizations

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.
• Manual dexterity is required to use desktop computer and telephone.

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