Contact Centres Operations Manager

Description

Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America.

Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.

This role is responsible for providing system-wide direction to all Revenue and Loyalty Contact Centres to ensure the delivery of performance is maximized by optimizing operational needs of General Reservations and all Support departments.

Moreover, this role is also accountable for identifying and managing customer impacts and ensuring these are minimized through daily operational recovery initiatives serving as the decision maker of deployment of staff, RO, OT, IT solutions etc.

• Manage activities related to day-to-day operational performance of all Contact Centres by evaluating daily forecasting of expected staff, including considerations for training, absenteeism and other off phone activity and make decisions accordingly based on AHOD protocol.
• Lead the daily SOC operational performance call for all Contact Centres and provide insight on potential solutions for the day-of operations.
• Moderate and report on the daily Operational Call with internal Contact Centre representatives.
• Generate service level and operational reports and communicate Contact Centre performance results to internal and external stakeholders.
• Evaluate, decide, and implement overtime (OT) undertime (RO) requirements for all offices.
• Seek opportunities to mitigate operational costs while balancing customer needs.
• Monitor performance (ASA / Staffing) and coordinate with all Operational managers and provide specific analysis and recommendations to assignments.
• Ensure optimal use of resources across our extensive network of call centres, with a responsibility for ensuring that the right people are in the right place, at the right time - direct movement of the workforce as required to protect performance.
• Review, improve and implement Call Centres operational procedures and service standards and ensure that the UNIFOR Collective Agreement is respected.
• Analyze, investigate, and report employee performance and report unsatisfactory results to the site Managers of each Contact Centres.
• Analyze operational reports to identify trends and improvement opportunities and make recommendations and identify solutions that support the continuous improvement and achievement of Branch and Corporate goals.
• Track absence and real-time exceptions.
• Front-line technical support for all software and hardware issues, including major outage support Troubleshoot and escalate as required.
• Optimize shift schedules, breaks, lunches, and offline time leading into each week and day.
• Stay in touch with Duty Managers from International Contact Centres stations and re-direct calls to North American Network if required.
• Provide leadership during off peak periods and when managers are not present.

LEADERSHIP ATTITUDES :

Thought Leadership

Analysis & Decision Making - Analyzes problems and situations, and their impacts on the business and its global network.

Delivers commercial, fact-based, forward thinking decisions.

Strategic Thinking - Brings to life our vision of becoming A Top 10 Airline in Everything We Do". Aligns personal and workgroup activities to the organization's strategic goals and leverages our global network and strength to provide value to our customers.

Results Leadership

• Customer Centricity - Builds and delivers solutions for internal and external customers that meet and exceed their needs, identifying innovative opportunities that will benefit them, creating value added services, and working in partnership with customers to drive the business forward.
• Results Orientation - Manages performance, holding self and others accountable to effectively and efficiently complete work responsibilities.

Demonstrates initiative, a strong commitment to achieving meaningful results, and acts on opportunities to create value.

People / Personal Leadership

Building Collaborative Partnerships - Encourages personal achievement and excellence. Plays a part in attracting, developing, and retaining top talent.

Ensures that all talent receives mentoring, training, feedback, and development opportunities.

Adaptability - Responds resourcefully and shows nimbleness when faced with new challenges and demands. Effectively manages the pressures and complexities of various situations.

Moves forward positively and productively under conditions of change or uncertainty.

Building Talent - Establishes authentic, genuine, and open relationships inside and outside of the organization to build a foundation of influence.

Fosters an inclusive culture that makes people feel valued and respected. Works effectively with others across the organization to achieve goals.

Ensures that all functions (assigning work, performance management, training and development, succession planning, determining developmental needs, rewarding, and disciplining) are conducted in a fair and equitable way.

Qualifications

• Flexibility to adjust priorities and adapt to changing requirements.
• Motivated and enthusiastic team player who can work well under pressure.
• Excellent problem-solving skills : ability to generate options and apply creative solutions that have a positive impact on results.
• Ability to work different shift patterns, including weekends and holidays.
• High degree of diplomacy and discretion when dealing with internal customers.
• Knowledge of the Unifor / IBT Collective Agreements.
• Able to influence and create mutually acceptable solutions in different contexts.
• Exhibit leadership qualities that elicit trust in employees and demonstrates good leadership judgment.
• Bilingual with fluency in written and spoken English and French
• Excellent PC skills (e.g., MS Excel, Word, PowerPoint, Teams, E-mail, Acrobat Reader)

Assets :

• Knowledge of Total View and ESS
• Call Centres experience
• Management experience

Conditions of Employment :

Candidates must be eligible to work in the country of interest, at the time any offer of employment is made and seeking any required work permits / visas or other authorizations which may be required is the sole responsibility of the candidates applying for this position.

Linguistic Requirements

Based on equal qualifications, preference will be given to bilingual candidates.

Diversity and Inclusion

Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees' unique contributions to our company's success.

As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.

Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.