Central Mountain Air - Reservations and Customer Care Manager

 

Reservations & Customer Care Manager

25 Jun

The Reservations & Customer Care Manager is responsible for leading all aspects of the Call Centre including the existing team of Reservation Agents in making new bookings, maintaining existing bookings, and resolving a wide array of other external inquiries as required. This includes operating as an escalation and resolution point for the majority of serious customer concerns and miscellaneous agency and corporate client inquiries. Customer support is provided both via phone and other digital means including email and social media.

The successful candidate should be experienced in frontline management, basic forecasting and scheduling, payroll, and supporting technology found in a frontline call centre environment.

This full-time position shall work within Central Mountain Air and its related entities as part of the Corporate Services Function. This position is based at our Contact Centre located in Smithers, B.C. 

JOB DESCRIPTION

• Lead Reservations Call Centre and Customer Care functions;

• Lead and support existing group of Reservations Agents in completing their core job functions, maintaining high morale while developing capabilities to deliver on customer expectations;

• Directly guide and support the resolution of customer concerns, travel agency and corporate client issues including direct on-phone support when needed;

• Support frontline technology, including developing high proficiency with existing reservations software suite (Intelisys Amelia);

• Lead forecasting, scheduling, payroll, budgeting, and planning functions for call centre;

• Support promo codes, tactical sale fares and all other ad hoc events placed in market;

• Be a significant contributor to developing frontline commercial strategy;

• Handle all Community Investment inquires;

• Demonstrates an understanding of safety issues and actively support the Safety Management Systems program as required by Transport Canada;

• Actively promote safety and quality within the organization and department by encouraging employee participation in SMS and ensuring effective communication with all stakeholders;

• Comply with all SMS and safety policies, processes and standards;

• Other duties as assigned by the Head of Commercial or delegate.

JOB REQUIREMENTS

• Previous experience within a call centre, reservations and/or customer care preferred;

• Previous experience within the travel, hotel or airline industry preferred;

• Good judgment on assessing workplace trends and ad hoc impacts and communicating to leadership;

• Knowledge of Microsoft Office;

• Ability to multi-task and meet multiple and/or unexpected deadlines in a demanding environment;

• Demonstrate sound judgment regarding confidential and sensitive matters;

• Strong communication, organizational and interpersonal skills;

• Organized with good time management skills;

• Able to work independently and within a team environment;

• Promotes a culture of safety and maintains a high level of professionalism in all interactions;

• Availability to work irregular hours when required, with a work-load that fluctuates based on executive and company priorities and time-frames.

 How to Apply

Applications can be submitted to jobs@flycma.com please indicate the position and base in the subject line.

Central Mountain Air is an equal opportunity employer and values diversity in our workplace. Our requirement is that you have the skills and abilities to do the job and the attitude of a team player. We encourage applications from all qualified individuals regardless of race, nationality, ethnic origin, color, religion, age, sex, sexual orientation, marital status, family status, and disability.

Central Mountain Air thanks all applicants, however, only those selected for an interview will be contacted.