JOB TITLE: Supervisor, Customer Care
POSITION STATUS: Permanent – Full time
DEPARTMENT: Customer Care
LOCATION: Montreal, Quebec

WHO WE ARE
At Air Canada Vacations, we’re in the business of making dreams travel. That’s why we offer vacation packages, tours, cruises and more tailored to everyone’s individual needs. We like to say we have a vacation for every traveller because we do! If you're someone who's passionate about exploring the world and sharing that enthusiasm with our customers, we'd love to welcome you to our team. For over 40 years, Air Canada Vacations has been making travel easy, so come and join us in helping fellow Canadians create unforgettable memories wherever they go.

WHAT YOU'LL BE DOING

• Develop and motivate an effective Customer Care team to ensure productivity standards are met.
• Supervise agents, which includes performance evaluations, hiring, development, coaching, discipline and analyzing productivity reports.
• Plan, organize and measure efficiency of all activities in the call center to ensure that productivity standards are met
• Handle any client situation to accurately resolve issues in a timely fashion
• Ensure a high level of customer service and professionalism is provided and maintained at all time through on-going monitoring and coaching
• Implement policies and procedures
• Assist the training department in ensuring that the staff has the proper tools to perform their duties, and identify and recommend areas where training may be required
• Aim towards first call resolution
• Coordinate with all departments to maximize overall effectiveness and efficiency of the daily operations
• Must be available to work flexible hours including evenings and week-ends
• When required, assist reservation employees on day to day technical issues, and provide overall support
• Perform Duty Officer functions, on a rotational basis
• Provide assistance as required by duty officer
• May perform other tasks as assigned by immediate supervisor

WHAT YOU BRING TO THE TEAM

• College diploma in Tourism and / or management
• Minimum of 3 years’ experience in the industry
• Excellent knowledge of Pacific, ARD Web and TTS
• Knowledge of Word, Excel, Power Point and Outlook
• Excellent interpersonal skills, communication and organizational skills
• Ability to work in a fast paced, demanding environment and handle multiple projects effectively
• Strong team player
• Demonstrate good judgment, initiative, autonomy, and flexibility
• Bilingual: French and English

WHY WORK WITH US?

• Our team loves to travel, and we have one of the most generous employee travel programs in the industry. You’ll be eligible for travel privileges for yourself and other eligible persons once you’ve completed 6 months of service
• Hybrid work model
• We value your wellbeing and offer a wide variety of benefit plans, including health and dental, for you and your family
• We offer training and development tools to help unlock your full potential

Please note that these benefits apply to permanent, full-time employees.
Visit our Careers page for a full list of benefits.

OUR COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION
Air Canada Vacations is committed to ensuring a Diverse, Equitable, and Inclusive Workplace, fundamental to its core values. We celebrate the uniqueness of every individual, listen to every voice, and instill a sense of belonging in our people that allows each team member’s authentic self to truly shine.
We encourage individuals of all backgrounds to apply as we strive to create a diverse team that mirrors the diversity of the customers and communities we serve as an equal opportunity employer. Should you require any accommodation, please inform us and we will work with you to meet your accessibility needs. For any accessibility-related assistance, requests for information in accessible alternative formats or to report any accessibility problems, please share in your application.