Manager, Employee Development - Contact Centres

at  Air Canada

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.

Qualifications

• Bachelor’s Degree in Business Administration or the equivalent is an asset.
• A minimum of 5 years experience in the airline industry and a minimum of 2-years of customer service management experience.
• Proven leadership/management skills and definitive problem solving and decision-making skills.
• A broad-based understanding of Air Canada culture, workings and our Flight Path.
• Clear understanding of the strategic and operational mission of Air Canada and the Customer Contact Centres Branch.
• A very high degree of diplomacy, discretion, professional and judgement with the ability to nature business relationships that focused our customers, employees and union.
• Positive, enduring and empathetic attitude towards work, customers and employees.
• Highly organized, ability to multi-task and move multiple projects along to completion.
• Ability to multi-task never sacrificing quality.
• Proven customer orientation and ability to work with various customer levels (internal/external).
• Ability to work well and maintain composure under pressure, meet deadlines and work with minimum supervision.
• Flexibility and willingness to work extended hours, on occasion.
• Exposure to customer service/recovery operations within the airline environment would be an asset.
• Excellent communication skills (verbal and written including presentations).
• Some limited travel is required.
• Sound knowledge and proficiency of computer skills, including Microsoft Office Suite of Word, Excel and PowerPoint (required) with Teams and Dynamics 365 (asset).
• Knowledge or exposure to Air Canada’s products and customer value propositions would be an asset

• Accountable for developing a coaching strategy and program to be deployed across contact centers to meet/exceed evolving business needs and industry standards.
• Responsible for the Contact Center’s Quality Assurance programs; review findings from call interaction analysis to determine trends and areas of concern. Plan and create targeted strategies to address and reduce issues and enhance employee/customer interaction.
• Develop and implement a ‘coach-the-coach’ strategy to strengthen our Customer Service Managers (CSMs) ability to deliver effective coaching techniques, follow-up methods, and growth plans for their Customer Service Sales Agents (CSSAs).
• Lead Contact Center projects aimed at enhancing overall agent and site performance and customer satisfaction.
• Accountable for the strategy to upskill our agents by enabling them to handle complex customer service scenarios independently and in compliance with our quality standards.
• Coach and develop a team of LOU17’s in their role as coaches across various sites.
• Define coaching competencies, establish performance standards, and provide ongoing support and feedback to ensure high quality coaching experience.
• Develop one-on one coaching sessions and group coaching sessions for the CSM’s to use to address and support specific development needs and knowledge gaps.
• Responsible for upholding ethical guidelines and professional standards of coaching practices, ensuring confidentiality, trust, and integrity in all coaching interactions.
• Ensure accurate records of quality assessments, coaching sessions, and improvement initiatives are documented and maintained. Develop a professional journey program for Contact Center employees aimed at outlining ongoing training and development opportunities to excel in their role.
• Collaborate with other departments to implement continuous improvement strategies.
• Lead the Call Center’s operational communication such as advance briefings and/or huddles to keep agents and managers across all sites informed on evolving situations, technical changes and improvements.

Qualifications

• Bachelor’s Degree in Business Administration or the equivalent is an asset.
• A minimum of 5 years experience in the airline industry and a minimum of 2-years of customer service management experience.
• Proven leadership/management skills and definitive problem solving and decision-making skills.
• A broad-based understanding of Air Canada culture, workings and our Flight Path.
• Clear understanding of the strategic and operational mission of Air Canada and the Customer Contact Centres Branch.
• A very high degree of diplomacy, discretion, professional and judgement with the ability to nature business relationships that focused our customers, employees and union.
• Positive, enduring and empathetic attitude towards work, customers and employees.
• Highly organized, ability to multi-task and move multiple projects along to completion.
• Ability to multi-task never sacrificing quality.
• Proven customer orientation and ability to work with various customer levels (internal/external).
• Ability to work well and maintain composure under pressure, meet deadlines and work with minimum supervision.
• Flexibility and willingness to work extended hours, on occasion.
• Exposure to customer service/recovery operations within the airline environment would be an asset.
• Excellent communication skills (verbal and written including presentations).
• Some limited travel is required.
• Sound knowledge and proficiency of computer skills, including Microsoft Office Suite of Word, Excel and PowerPoint (required) with Teams and Dynamics 365 (asset).
• Knowledge or exposure to Air Canada’s products and customer value propositions would be an asset.