Contact center manager Jobs in Etobicoke, ON

Purpose of Position

Maintain an on-going commitment to the promotion of FlightSafety International’s image as the factory designated training organization. For Lead Learning Centers: Ensure that Lead Learning Center responsibilities are provided to the appropriate Satellite Learning Center(s). For Satellite Learning Centers: Ensure that proper coordination and communication with the Lead Learning Center is established and maintained.

Tasks and Responsibilities

• Planning/Positioning Activities:
• Plan, direct and organize Center’s activities to ensure FlightSafety International’s overall goals and objectives are achieved while providing Customers with a quality training experience.
• Seek new ways to improve Learning Center Operations, quality of training products and Learning Center profitability on a continuous basis.
• Establish quality objectives at the Learning Center that are in support of, and consistent with, the quality objectives established for Operations.
• Prepare the Center’s Business Action Plan (BAP) and updates.
• Exercise sound cost control measures.
• Analyze and justify new training equipment, capital improvements, and personnel resources.
• Teamwork – Internal and External Activities:
• Establish and maintain a ‘Customer oriented’ business relationship with each Customer (company, client, vendor, aircraft manufacturer, etc.) impacting FlightSafety International’s business served at the Center.
• Communicate to Center teammates the importance of meeting Customer, statutory and regulatory requirements.
• Disseminate the quality policy throughout the Center.
• Coordinate with the aircraft manufacturer(s) to ensure compliance with the respective training Service Agreement(s) while promoting and maintaining a spirit of teamwork and business partnership, where applicable.
• Interact with the Director of Regulatory Affairs, as necessary. Examples of interaction include, but are not limited to, identification of nonconforming training, regulatory self-disclosures, changes in Center Manager or Director of QMS/Quality Control (DOQ/QC), additions/deletions of training programs, identification of nonconformities that are regulatory in nature, etc.
• Interact with other management level personnel, i.e. Center Management Team, Functional Directors, other Center Managers, Corporate Management, etc.
• Coordinate support of simulators and other Flight Training Devices (FTDs) with the Supervisor of Flight Training Devices and the Simulation Systems Division (SSD).
• Coordinate courseware development in conjunction with Company guidelines and with the cooperation of the Courseware Support Functional Group.
• Initiate marketing and sales activities, in conjunction with Company guidelines, and with the cooperation of the Marketing Functional Group.

Minimum Education

Bachelor’s degree (B.A./B.S.) from a four-year college or university preferred.

Minimum Experience

• Ten (10) years of related experience.
• Five + (5) years of management experience.
• Minimum of six (6) months’ experience in a teaching/training environment, especially where the material is designed for adults (over 18 years) participants.
• Aviation related experience in management, marketing and/or administration of technical training, highly desirable.
• Experience related to operating and/or managing a small business or corporate cost center, desired.

Knowledge, Skills, Abilities

• Basic office equipment (PC/Copier)
• Basic office software (Access, MS Word, Outlook) I iOS devices

Physical Demands and Work Environment

While performing the duties of this job, the employee may be required to use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and communicate. The employee may be required to stand; walk; sit; positioning oneself and taste or smell. Must possess physical range of body motion to perform the following: Reach, exert pressure and manipulate the rudder controls and/or anti-torque with both feet. Reach and manipulate numerous controls within the Simulator device from the instructor’s chair.

Enter and exit from the Simulator device via the provided ramp. Move between the Instructor station, screen and podium while instructing in the classroom. Exit from malfunctioned Simulator while the device is in a severely pitched attitude. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. The employee must regularly lift and/or move up to 10 pounds, and frequently lift and/or move up to 25 pounds. While performing the duties of this job, the employee frequently works near moving mechanical parts. The employee may work in high, precarious places and in outside weather conditions and is occasionally exposed to wet and/or humid conditions, fumes or airborne particles, toxic or caustic chemicals, extreme cold, extreme heat, risk of electrical shock, risk of radiation, and vibration. The noise level in the work environment is usually moderate. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. The employee must regularly lift and/or move up to 10 pounds, and frequently lift and/or move up to 25 pounds. While performing the duties of this job, the employee frequently works near moving mechanical parts. The employee may work in high, precarious places and in outside weather conditions and is occasionally exposed to wet and/or humid conditions, fumes or airborne particles, toxic or caustic chemicals, extreme cold, extreme heat, risk of electrical shock, risk of radiation, and vibration. The noise level in the work environment is usually moderate.