Life at Swoop.
When you work for Swoop, you’re a part of an entrepreneurial startup where nimble, bold, collaborative and digitally-focused are just a few of the words we use to summarize how we roll. Swoop is a wholly owned subsidiary of the WestJet Group (TSX: WJA) but make no mistake, we march to the beat of our own drum. At Swoop, our day-to-day operations are vastly different and deliberately separate, but carefully aligned to complement the big picture strategy of the group.
Posting Close Date: 04/18/2018 (Please note the posting will close at 11:59pm)
Head of Airports, Contact Centre and Central Support - The Short and Simple
Are you looking to lead a well-established operations team with a proven track record of success? Are you in love with the idea of a work like balance that lets you turn off and completely disconnect when you are out of the office? If you answered yes to either question, stop reading – you’d dread this role.
But! If you are a seasoned leader with the enthusiasm, drive, and determination to inspire a high performing operations team in building, get this, a whole new airline from the ground up, this job is for you!
Key Responsibilities:
- Develop, implement and continually improve the airports strategic plan that delivers on Swoop’s operational, financial, and overall corporate strategies;
- Through exceptional relationships, influence airport authorities, regulatory bodies, government agencies, and business partners to adopt policies and programs that fully support Swoop’s business objectives;
- Inspire and motivate the airports and contact centre teams to deliver exceptional operating results while continually growing skills and competencies that support their professional and personal growth.
Airports
- Implement and continually improve procedures to achieve high safety and operational performance levels in all airports and plan for future business developments and traveller needs. Responsible for all airport activities and service delivery for Swoop’s travellers, including all operational performance measurements, KPI targets and SLAs for third party contractors;
- Manage the head count, recruiting and deployment of resources as required. Ensure the department budget is achieved and the right mix of skills and strengths are being leveraged as effectively as possible;
- Through clear objectives and effective leadership, hold direct reports and their teams accountable to deliver on their objectives and deliverables to ensure departmental goals are achieved and travellers are satisfied
- Champion low-cost ethos and way of working.
Contact Centre/Central Support Team (CST)
- Lead and inspire a large front line/central support team towards exceptional service delivery while exceeding all Key Performance Indicators on a consistent basis;
- Continually champion innovation that results in lower costs, better efficiency, and a traveller experience aligned with Swoop’s brand;
- Assume full budget responsibility for the Contact Center/CST including the development of annual operating budget Traveller from both a sales and service perspective on cross functional strategic development and operational initiatives;
- Ensure Contact Center/CST agents have the skills, tools, and resources they require to meet business objectives for efficiency, service, and sales.
Professional Experience/Skills:
- 10+ years’ experience in developing and executing long-term strategic plans that demonstrate considerable value and transformation in the business (development, research, KPI’s and forecasting);
- 5+ years’ senior leadership experience in a contact centre environment with accountability for operations management, customer sales and service, performance metrics, continuous improvement, and process excellence;
- Degree in Business Management with 10 – 15 years of operations and customer service experience, including a minimum of 5 years at a senior level. Other combinations of education and experience may be considered;
- A significant track record of leading a large multi-location customer service organization. (Those candidates with airport operations experience may be given preference);
- Demonstrated experience producing and managing multi-million capital and operating budgets and strategic plans with a track record of favorable results;
- Proven track record as an exceptional leader, a team player and a team builder;
- Ability to effectively balance strategic business issues and day to day managerial priorities;
- Ability to balance effective cost management with on-going delivery of quality customer service (appropriate within LCC segment).
Compensation:
- Target salary range of $123,000 - $160,000
What about the Benjamin’s?
At Swoop, we’re committed to offering a fair and competitive total compensation package that starts with a solid base salary, and complemented by perks like performance based profit sharing, a company-matched share purchase plan, flexible group benefits and of course, flight privileges.
We celebrate differences and diversity.
Swoop is an equal-opportunity employer, and our workplace culture is one where diversity and differences are embraced, appreciated and celebrated. We do not discriminate based upon race, religion, colour, national or ethnic origin, sex, sexual orientation, gender, gender identity, gender expressions, transgender status, marital or family status, disability, age or convictions for which a pardon has been granted.
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