Supervisor, Customer Support (18-Month Temporary Contract)

Vacances Air Canada / Air Canada Vacations; Westmount; Ibrido; CAD 60.000 - 80.000; Tempo pieno

Descrizione del lavoro

Vacances Air Canada / Air Canada Vacations is seeking a Customer Support Supervisor to lead a team supporting reservation and customer service operations. You will guide travel agents and assist customers with personalized support during involuntary changes to reservations.

Responsibilities include coaching, scheduling, reporting, and maintaining policies to ensure high-quality service across calls and emails in a fast-paced environment. Hybrid in-office work is required.

Competenze

• Experience leading customer service or reservations teams.
• Strong communication and interpersonal abilities.
• Fluent in French and English; able to work in a bilingual environment.

Mansioni

• Guide and support direct reports, travel agents, and customers, resolving issues promptly.
• Keep procedures updated to support issue resolution.
• Communicate schedule changes within 48 hours.
• Conduct research on issue severity and impact.
• Make decisions with awareness of financial implications.
• Coach staff and monitor service quality via calls and emails.
• Develop and implement policies to improve efficiency.
• Prepare and monitor daily department reports.
• Supervise staff including hiring and development.
• Build relationships with travel agents, suppliers, and internal teams.
• Perform related duties as assigned.

Conoscenze

Leadership

Communication

Interpersonal skills

Organizational skills

Bilingual: French/English

Hybrid work

Problem solving

Formazione

College diploma in Tourism/Management

Strumenti

ARD Web

TTS

Descrizione del lavoro

The Customer Support Supervisor is responsible for leading a team that supports reservation and customer service operations by carrying out activities related to customer service and/or the reservation process. This role assists travel agents and guides customers through personalized support to help them find solutions to involuntary changes affecting their reservations.

WHAT YOU'LL BE DOING

• Provide guidance and assistance to direct reports, travel agents, customers, and other departments, and resolve issues accurately and in a timely manner.
• Ensure that procedures are kept up to date to support the effective resolution of these issues.
• Ensure that schedule changes, air, cruise and land modifications are communicated within 48 hours.
• Assist in conducting all relevant research regarding the severity of an issue.
• Ability to make decisions with a solid understanding of financial impacts.
• Conduct ongoing monitoring and coaching sessions to ensure a high level of customer service and professionalism is consistently delivered and maintained at all times through telephone and email communications.
• Develop, recommend, and implement policies and procedures to ensure optimal efficiency in assigned responsibilities.
• Assist in the preparation and monitoring of reports, such as daily reports related to department’s tasks.
• Supervise, support staff, including performance evaluations, hiring, workforce planning, employee development, coaching, and disciplinary actions.
• Develop and motivate an effective call center team.
• Ensure training needs are met and that the department manual (policies and procedures) is maintained and kept up to date.
• Ensure established guidelines and parameters are followed when making decisions.
• Build and maintain strong relationships with travel agents, suppliers, employees, and all other internal departments.
• Perform any other related duties as assigned.

WHAT YOU BRING TO THE TEAM

• College diploma in Tourism and / or management
• Minimum of 3 years’ experience in the industry
• Excellent knowledge of ARD Web and TTS
• Knowledge of Word, Excel, PowerPoint and Outlook
• Excellent communication, interpersonal & organizational abilities.
• Ability to work in a fast-paced, demanding environment and handle multiple projects effectively
• Exceptional leadership skills
• Demonstrate confidence, good judgment, initiative, autonomy, and flexibility
• Bilingual: French and English
• Must be available to work in office (hybrid model)