Travel Support Team Lead – Reservations

Air Canada Vacations; Montreal; Ibrido; CAD 60.000 - 90.000; Tempo pieno

Vantaggi offerti da questo lavoro

Travel privileges after 6 months

Hybrid work model (4 days in office)

Health and dental benefits

Training and development tools

Descrizione del lavoro

Air Canada Vacations in Montreal is seeking a Customer Support Supervisor to lead a team that supports reservation and customer service operations, guiding travel agents and customers through personalized support to resolve involuntary changes affecting reservations.

The role requires a college diploma, strong leadership, bilingual (French and English), and the ability to work in a fast-paced in-office environment with a hybrid schedule.

Competenze

• College diploma in Tourism or management.
• Minimum 3 years’ experience in the industry.
• Knowledge of ARD Web and TTS.
• Proficiency with Word, Excel, PowerPoint and Outlook.
• Strong communication, interpersonal and organizational abilities.
• Bilingual: French and English.
• Hybrid in-office work arrangement.

Mansioni

• Provide guidance and assistance to direct reports, travel agents, customers, and other departments, and resolve issues accurately and in a timely manner.
• Ensure 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.

Conoscenze

Leadership

Communication

Interpersonal skills

Organizational skills

Formazione

College diploma in Tourism and / or management

Strumenti

ARD Web

TTS

Word

Excel

PowerPoint

Outlook

Descrizione del lavoro

Air Canada Vacations in Montreal is seeking a Customer Support Supervisor to lead a team that supports reservation and customer service operations, guiding travel agents and customers through personalized support to resolve involuntary changes affecting reservations.

The role requires a college diploma, strong leadership, bilingual (French and English), and the ability to work in a fast-paced in-office environment with a hybrid schedule.