Travel Reservations Support Supervisor (Hybrid)

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

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.