Supervisor, Customer Support - Montréal, Canada - Vacances Air Canada / Air Canada Vacations

Vacances Air Canada / Air Canada Vacations

Verified Company

Montréal, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

RESPONSIBILITIES:

Develop and motivate an effective Customer Support team to ensure productivity standards are met.
Supervise Customer Support staff, which involves performance evaluation, hiring, workforce planning, development, coaching, discipline and analyzing productivity reports.
Provide guidance and support to subordinates, travel agents, customers, and other departments, as well as resolve situations and problems appropriately and in a timely manner.
Plan, organize and measure efficiency of all activities in the call center so that productivity standards are met.
Ensure that schedule changes and other air and ground modifications are communicated within 48 hours of receipt.
Implement policies and procedures.
Aim towards first call resolution.
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.
Providing a high level of customer service and professionalism, as well as maintaining this through ongoing monitoring and coaching
Assist the Resource Coordinator in ensuring maximization of the resources.
Coordinate with all departments to maximize overall effectiveness and efficiency of the daily operations.
When required, assist reservation employees on daytoday technical issues, and provide overall support.
Must be available to work flexible hours including evenings and weekends.
May perform other tasks as assigned by immediate supervisor.

KNOWLEDGE AND SKILLS REQUIRED:

College diploma in tourism or management.
Minimum 3 years' experience in the field.
Excellent knowledge of Pacific, ARD Web, and TTS.
Knowledge of Word, Excel, PowerPoint, and Outlook.
Excellent interpersonal, communication and organizational skills.
Ability to work in a dynamic and demanding environment and to effectively manage multiple projects.
Good team spirit.
Good judgment, initiative, autonomy, and flexibility.
Bilingual: French and English.