Operations Manager - Contact Centres

Air Canada; Dorval; Presencial; CAD 70.000 - 100.000; Jornada completa

Descripción de la vacante

Air Canada in Dorval, QC is seeking a leader to coach teams toward productivity and service excellence. The role emphasizes empathetic communication, policy conformance, and proactive problem-solving to drive performance.

You will guide behavior, manage attendance, and collaborate with Labour Relations to resolve workforce matters while promoting a culture of ownership and high reliability. Evening/weekend availability and travel may be required.

Formación

• Bachelor's degree is an asset.
• Knowledge of airline operations or call centre experience is an asset.
• Strong customer focus and professional conduct.
• Demonstrated leadership and coaching in a fast-paced environment.
• Excellent communication, influence and relationship-management skills.

Responsabilidades

• Coach employees to team metrics to achieve productivity and service objectives.
• Coach on soft skills with courtesy, empathy, and poise under pressure.
• Listen to calls to observe demeanour, accuracy, and policy conformance.
• Support the launch of new products and services and communicate benefits.
• Proactively manage absenteeism and deliver corrective actions to foster reliability.
• Provide recognition and constructive feedback to motivate employees.
• Manage activities to achieve excellence in safety, operations, and customer service.
• Anticipate and resolve service and operational problems with a results-oriented approach.
• Foster ownership and empower employees to use judgment in decisions.
• Communicate company directions and rationale behind policies.
• Be available for employees and customers and anticipate needs.
• Be entrepreneurial and act as if you own Air Canada.
• Take local leadership for specific initiatives or departments; participate in management meetings.
• Collaborate with union representatives and Labour Relations to resolve workforce matters.

Conocimientos

Leadership

Customer focus

Communication

Problem solving

Stress management

Teamwork

Microsoft Office

Willingness to travel

Educación

Bachelor's degree or equivalent

Herramientas

Microsoft Office Suite (Word, Excel, Outlook)

Descripción del empleo

Responsibilities:

• Coach employees to the team metrics, to achieve and exceed productivity and service objectives.
• Coach on soft skills by demonstrating courtesy, empathy and poise under pressure
• Listen to calls to observe employee demeanour, technical accuracy and conformance to Company policies and procedures
• Support the launch of new products and services and communicate the rationale and benefits
• Proactively manage employee absenteeism. Be responsible for the delivery of corrective actions and fostering a culture of reliability.
• Provide recognition and deliver constructive feedback in a manner that fosters motivation and empowerment. Celebrate success with employees by recognizing
  great individual and team effort and take time to thank them.
• Manage, monitor and co-ordinate various activities and processes to achieve excellence in the areas of safety, operational and customer service standards.
• Anticipate, identify, and resolve service and operational problems with a results-oriented approach to performance.
• Play an influential role in nurturing a sense of ownership across the workforce, so that employees feel empowered to use their judgment and experience to make sound decisions.
• Consistently communicate with employees and customers with company directions and explain the rationale behind our policies or decisions.
• Anticipate employees’ and customers’ needs and be available for them.
• Be entrepreneurial and make every decision as if you owned Air Canada.
• Assume local leadership, as assigned, for specific local initiatives or departments for process & performance improvement.
• Participate in Management team meetings and decision-making pertaining to office matters.
• Collaborate with union representatives, Labour Relations, leaders, and employees to resolve workforce planning, attendance, accommodation, and employee relations matters.

Qualifications

• Completion of a bachelor’s degree or academic equivalent is an asset.
• Knowledge of airline commercial operations, call centre operations, or related travel industry experience an asset.
• Strong customer focus, dealing with employees and customers with professionalism and care.
• Demonstrated leadership, coaching, and employee development skills in a fast-paced, customer-focused environment.
• Proven critical thinking, sound judgment, and problem-solving skills, with the ability to make timely decisions and resolve complex employee, customer, and operational issues.
• Excellent communication, influencing, conflict resolution, and relationship-management skills, with the ability to build trust and create mutually beneficial solutions.
• Demonstrated ability to work under pressure, handle stressful situations and maintain flexibility.
• Ability to respond quickly to situations and seize opportunities.
• Able to influence, convince and create mutually acceptable solutions in the context of conflicts.
• Possess an energetic and tenacious achievement orientation, with demonstrated ability to take initiative and work with minimal supervision.
• Experience using Microsoft Office applications including Word, Excel, and Outlook.
• Demonstrated commitment to teamwork.
• Knowledge of labour relations and experience in managing a unionized workforce is an asset.
• Ability to work evenings, weekends, and holidays.
• Ability to travel when required.

Conditions of Employment:

Candidates must be eligible to work in the country of interest at the time any offer of employment is made and are responsible for obtaining any required work permits, visas, or other authorizations necessary for employment. Prior to their start date, candidates will also need to provide proof of their eligibility to work in the country of interest.

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.