Supervisor Travel Call Centre

CAA South Central Ontario; Vaughan; On-site; CAD 70,000 - 90,000; Full time

Benefits offered by this job

Travel incentives

Product and service discounts

Holistic wellness program

Job summary

CAA Club Group of Companies is seeking a driven Travel Call Centre Leader to guide a team delivering exceptional member service. You will direct performance, provide feedback, and steer development within a fast-paced travel call centre environment, ensuring compliance and quality standards.

The role requires travel industry experience, leadership in a call centre setting, and strong analytical skills in Sabre-based workflows.

Qualifications

• Post secondary diploma/degree or equivalent combination of education and work experience. Travel diploma preferred.
• 2-5 years’ experience in the Travel Industry
• 1-2 years call center leadership experience, preferably in the Travel industry
• Familiarity of Travel technical systems – IE: Sabre
• Strong analytical skills with a high attention to detail

Responsibilities

• Provide direction to the team to ensure they meet and exceed performance expectations
• Provide ongoing feedback to Associates regarding accountabilities, performance and quality
• Identify development opportunities of the team and actively execute development plans
• Deal with escalated customer issues empathetically and quickly, always looking for resolution and leading by example
• Act as a Subject Matter Expert on CAA Travel products, services, and systems the team uses
• Ensures that team is following compliance, regulatory standards, and policies
• Support changes to operation and strategic initiatives through team engagement
• Participate in projects as required

Skills

Call centre leadership

Travel industry knowledge

Sabre system familiarity

Analytical skills

Education

Post secondary diploma/degree, Travel diploma preferred

Tools

Sabre

Job description

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At CAA Club Group, we are passionate about keeping our Memberssafe - whether they are on the road, at home, or travelling abroad.As atrusted Member-based organization, we provide products and services that are essential to Members’ safety and peace of mind. With over 2.6 million Members across Ontario and Manitoba, we advocate on issues such road safety and infrastructure, the environment, seniors’ mobility, and consumer protection. Associates share in each other’s successes, drive change and support each other while cultivating a great working environment to deliver on what is best for our Members. CAA Travel is a member of the CAA Club Group of Companies.

Who we are

Are you ready to join an award-winning, purpose-driven culture? Welcome to the CAA Club Group of Companies (CCG), where purpose leads to passion!

At CCG, we are committed to delivering an exceptional Associate experience. We offer:

Work-life harmony with access to an award-winning holistic wellness program,

Continuous learning through our robust corporate curriculum and education reimbursement program,

Incredible rewards, travel incentives, and product and service discounts,

Pay-for-performance and best-in-class recognition programs, and

Competitive benefits that include a defined contribution plan, personal spending account, and so much more.

Join our growing team where everyone belongs!

What You Will Do:

• Provide direction to the team to ensure they meet and exceed performance expectations
• Provide ongoing feedback to Associates regarding accountabilities, performance and quality
• Identify development opportunities of the team and actively execute development plans
• Deal with escalated customer issues empathetically and quickly, always looking for resolution and leading by example
• Act as a Subject Matter Expert on CAA Travel products, services, and systems the team uses
• Ensures that team is following compliance, regulatory standards, and policies
• Support changes to operation and strategic initiatives through team engagement
• Participate in projects as required

Who You Are:

• Post secondary diploma/degree or equivalent combination of education and work experience. Travel diploma preferred.
• 2-5 years’ experience in the Travel Industry
• 1-2 years call center leadership experience, preferably in the Travel industry
• Familiarity of Travel technical systems – IE: Sabre
• Strong analytical skills with a high attention to detail

Available to work within the Travel Call Centre operating hours:

Monday – Friday 8:30am - 8:00pm

Saturday – Sunday 9:00am - 4:30 pm

Our Commitment

We are an equal opportunity employer and are committed to providing employment accommodation in accordance with all applicable Provincial Human Rights and Accessibility Legislation. CCG will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require an accommodation, please notify us and we will work with you to meet your needs.