Operations Manager - Service Centre

AIR CANADA; Dorval; On-site; CAD 90,000 - 120,000; Full time

Job summary

Air Canada in Dorval is seeking an experienced Operations Manager to lead frontline teams and drive exceptional customer service and safe, efficient operations. You will coach a diverse group of agents, collaborate with Sales and Customer Service, and push performance with a proactive, results-oriented approach.

The role requires strong leadership, communication, and problem-solving skills with a background in airline or travel industry.

Qualifications

• Bachelor's degree or equivalent training, an asset.
• Knowledge of commercial airline operations or call center activities, or related travel industry experience, an asset.
• Strong customer orientation, professionalism, and care in interactions with employees and clients.
• Demonstrated leadership, coaching, and employee development skills in a dynamic, customer service-oriented environment.
• Excellent critical thinking, judgment, problem-solving, and decision-making skills, with the ability to quickly resolve complex situations affecting employees, clients, and operations.
• Excellent communication, influencing, conflict management, and trust-building skills, with the ability to achieve mutually beneficial solutions.
• Proven ability to work under pressure and manage stressful situations, and ability to maintain a flexible attitude.
• Ability to adapt quickly to situations and seize opportunities.
• Facilitation in influencing, convincing, and developing mutually acceptable solutions in case of conflicts.
• Energetic and strong self-motivation, proven initiative, and demonstrated ability to work with minimal supervision.
• Experience using Microsoft Office applications, including Word, Excel, and Outlook.
• Proven team spirit.
• Knowledge of labor relations and experience managing a unionized workforce, an asset.
• Availability to work evenings, weekends, and holidays.
• Availability to travel as needed.

Responsibilities

• Coach employees to achieve and even exceed the team's productivity and service objectives.
• Train in soft skills so that employees demonstrate courtesy, empathy, and confidence while working under pressure.
• Listen to calls to evaluate employee behavior, technical accuracy, and compliance with company policies and procedures.
• Support the launch of new products and services and communicate the reasons and benefits of change.
• Proactively manage employee absenteeism. Take corrective action and foster a culture of reliability.
• Show recognition and offer constructive feedback in a way that drives employee motivation and empowerment. Celebrate successes with employees by recognizing major individual and collective efforts and taking the time to thank them.
• Manage, monitor, and coordinate various activities and processes to ensure excellence in safety, operations, and customer service standards.
• Anticipate, identify, and resolve service and operational issues by adopting a results-oriented approach to performance.
• Play an influencing role to foster a sense of responsibility in employees so they feel free to use their judgment and experience to make good decisions.
• Consistently communicate Company guidelines to employees and clients and explain the reasons for our policies or decisions.
• Anticipate the needs of employees and clients and be accessible to them.
• Have an entrepreneurial spirit and make all decisions as if you were the owner of Air Canada.
• Take the lead in local initiatives or services, as appropriate, to improve processes and performance standards.
• Participate in meetings and decisions of the management team regarding office operations.
• Collaborate with union representatives, Labor Relations, managers, and employees to resolve issues related to workforce planning, attendance, accommodation measures, and labor relations.

Skills

Leadership

Coaching

Customer service

Communication

Problem-solving

Adaptability

Team management

Microsoft Office

Education

Bachelor's degree or equivalent training

Tools

Microsoft Office (Word, Excel, Outlook)

Job description

Belonging to Air Canada is to belong to a Canadian symbol, Air Canada recently voted best airline in North America. Take off your career by joining our innovative and diverse team at the forefront of passenger air transport.

Our seasoned Operations Managers take their leadership role to heart by helping Sales and Customer Service agents develop their full potential to deliver superior customer service. They possess excellent interpersonal skills and an aptitude for leadership, as they must coach and motivate a team of frontline employees to provide exceptional customer service to Air Canada globally. They adapt quickly to change and lead by example, adopting a positive, motivating, and customer-focused attitude while demonstrating excellent problem-solving and multitasking abilities.

Responsibilities :

• Coach employees to achieve and even exceed the team's productivity and service objectives.
• Train in soft skills so that employees demonstrate courtesy, empathy, and confidence while working under pressure.
• Listen to calls to evaluate employee behavior, technical accuracy, and compliance with company policies and procedures.
• Support the launch of new products and services and communicate the reasons and benefits of change.
• Proactively manage employee absenteeism. Take corrective action and foster a culture of reliability.
• Show recognition and offer constructive feedback in a way that drives employee motivation and empowerment. Celebrate successes with employees by recognizing major individual and collective efforts and taking the time to thank them.
• Manage, monitor, and coordinate various activities and processes to ensure excellence in safety, operations, and customer service standards.
• Anticipate, identify, and resolve service and operational issues by adopting a results-oriented approach to performance.
• Play an influencing role to foster a sense of responsibility in employees so they feel free to use their judgment and experience to make good decisions.
• Consistently communicate Company guidelines to employees and clients and explain the reasons for our policies or decisions.
• Anticipate the needs of employees and clients and be accessible to them.
• Have an entrepreneurial spirit and make all decisions as if you were the owner of Air Canada.
• Take the lead in local initiatives or services, as appropriate, to improve processes and performance standards.
• Participate in meetings and decisions of the management team regarding office operations.
• Collaborate with union representatives, Labor Relations, managers, and employees to resolve issues related to workforce planning, attendance, accommodation measures, and labor relations.

Qualifications

• Bachelor's degree or equivalent training, an asset.
• Knowledge of commercial airline operations or call center activities, or related travel industry experience, an asset.
• Strong customer orientation, professionalism, and care in interactions with employees and clients.
• Demonstrated leadership, coaching, and employee development skills in a dynamic, customer service-oriented environment.
• Excellent critical thinking, judgment, problem-solving, and decision-making skills, with the ability to quickly resolve complex situations affecting employees, clients, and operations.
• Excellent communication, influencing, conflict management, and trust-building skills, with the ability to achieve mutually beneficial solutions.
• Proven ability to work under pressure and manage stressful situations, and ability to maintain a flexible attitude.
• Ability to adapt quickly to situations and seize opportunities.
• Facilitation in influencing, convincing, and developing mutually acceptable solutions in case of conflicts.
• Energetic and strong self-motivation, proven initiative, and demonstrated ability to work with minimal supervision.
• Experience using Microsoft Office applications, including Word, Excel, and Outlook.
• Proven team spirit.
• Knowledge of labor relations and experience managing a unionized workforce, an asset.
• Availability to work evenings, weekends, and holidays.
• Availability to travel as needed.

Employment Conditions :

Candidates must be eligible to work in the country concerned at the time a job offer is presented and are responsible for obtaining work permits, visas, or other necessary authorizations. Proof of eligibility must be provided before the start date.

Language Requirements

All things being equal, preference will be given to bilingual candidates.

Diversity and Inclusion

Air Canada is firmly committed to diversity and inclusion and aims to create a healthy, accessible, and rewarding work environment that highlights the unique contribution of our employees to the success of our business.

As an equal opportunity employer, we encourage diverse applications so that we can have a varied workforce representative of our clients and the communities where we live and offer our services.

Air Canada thanks all candidates for their interest, but only those selected for an interview will be contacted.