Air Canada Vacations is looking for talented people to join our exciting and continually growing team. We are looking for innovative and dedicated professionals who have a passion for travel and the desire to bring Air Canada Vacations to the next level. We look forward to having you on-board!
Manager, Customer Service (Temporary, Maternity leave replacement)
DEPARTMENT: Customer Service
SCOPE:
Responsible for planning, managing, organizing, controlling and co-ordinating the operational activities of the Customer Care, Support and Airport Sales departments in order to achieve and / or surpass standards in productivity and customer service.
RESPONSIBILITIES:
- Plan, organize and manage the Customer Service departments in order to enhance service delivery and maximize sales;
- Promote and encourage teamwork and effectiveness by establishing high levels of communication and employee involvement;
- Prepare and review regularly manpower planning through forecasting to ensure adequate staffing;
- Establish Customer Service targets and performance measurements;
- Control and co-ordinate the day to day activities of the Customer Service departments, in relation to performance standards, operating policies and procedures in order to ensure optimum effectiveness;
- Oversee and manage Customer Service staff, including hiring, performance evaluations, manpower planning and development, coaching and disciplining;
- Train, develop and coach subordinates to ensure optimum effectiveness;
- Prepare, maintain and review budgets, outlooks and day to day expenses;
- Liaise with the Training department to ensure ongoing training of the staff;
- Interpret technical problems, consult, co-ordinate and / or recommend solutions;
- Co-ordinate and liaise with various departments in order to ensure that the Customer Service departments are fully functional and supported;
- Mediate issues with travel agents and / or passengers;
- Prepare and submit various reports to management;
- Ensure a high level of customer service and professionalism is provided and maintained through telephone and public contacts;
- Provide assistance as required by duty officers;
- The above responsibilities are not intended to be all-encompassing. May perform other tasks as assigned by immediate superior.
KNOWLEDGE AND SKILLS REQUIRED
- College or University background in Administration or Personnel management and/or 5 years experience in a call center;
- Proven leadership, good judgment, combined with excellent communication and interpersonal skills;
- Excellent understanding of Ocean reservation procedures;
- Excellent interpersonal skills;
- Good knowledge of Word, Excel, Power Point;
- Ability to work in a fast paced, demanding environment and handle multiple projects effectively;
- Tact, diplomacy, confidence, self-control, professionalism, high level of energy and flexibility are important traits;
- Knowledge of other departments within the company is an asset.
To apply, please visit the Air Canada Vacations Career website at: http://bc.tbe.taleo.net/BC12/ats/careers/requisition.jsp?org=ACV&cws=1&rid=278
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