Customer Support Manager - Edmonton, Canada - Flair Airlines Ltd.
Description
Are you ready to take your career to new heights?
Job Title:
Customer Support Manager
Department:
Commercial
Location:
Any of our corporate offices across Canada. Our offices are located in Vancouver, BC (YVR), Edmonton, AB (YEG), Calgary, AB (YYC) and Toronto, On (YYZ)
Work Arrangement:
This role is primarily based in the Corporate Office with occasional work-from-home flexibility
Position Overview:
The Customer Support Manager will be responsible for overseeing and driving the transformation initiatives within our call center operations.
You will collaborate closely with cross-functional teams to implement strategies aimed at enhancing efficiency, improving customer satisfaction, maximizing productivity, and workforce planning and will be accountable for the following duties:
Call Center Transformation:
- Lead the design, implementation, and execution of transformation initiatives within the call center to optimize processes and enhance overall performance.
- Develop and implement innovative strategies to improve service delivery, increase firstcall resolution rates, and reduce call handling times.
- Drive digital transformation initiatives, including the adoption of new technologies and tools to streamline operations and improve the customer experience.
- Monitor key performance metrics and conduct regular performance evaluations to identify areas for improvement and drive continuous optimization.
Workforce Planning:
- Develop and implement workforce planning strategies to ensure adequate staffing levels and optimize resource allocation based on call volume forecasts and service level targets.
- Oversee recruitment, onboarding, and training processes to build a highly skilled and motivated call center team.
- Implement workforce management tools and systems to effectively schedule and manage staffing resources, including forecasting, scheduling, and realtime monitoring.
- Analyze workforce data and trends to identify opportunities for efficiency improvements and make datadriven decisions to optimize staffing levels and resource utilization.
Team Leadership and Development:
- Provide strong leadership and guidance to the call center team, fostering a culture of excellence, collaboration, and continuous improvement.
- Coach, mentor, and develop team members to enhance their skills and capabilities and empower them to achieve their full potential.
- Foster a positive and inclusive work environment that values diversity, equity, and inclusion, and promotes employee engagement and satisfaction.
Qualifications & Requirements:
- **Education**:
- Certification in project management (e.g., PMP) or change management (e.g. Prosci) is desirable.
- Bachelor's degree in Business Administration, Computer Science, or a related field
- **Experience**:
- 3-5 years of experience in call center management
- Familiarity with call center solutions such as Zendesk, Salesforce, AWS Connect, Nice, etc.
- Experience working with Business Process Outsourcing (BPO) providers is a plus.
- **Skills and Abilities**:
- Strong analytical skills and the ability to interpret data to drive decision
- making.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with crossfunctional teams and external partners
This includes:
- the ability to lead as a Flair teammate by being collaborative and modelling our values.
- the ability to maintain diverse relationships with peers and other stakeholders.
- the ability to deliver results with impact and striving to always improve.
- **Requirements**:
- Clear criminal record check and satisfactory references
- Must be legally eligible to work in Canada without restriction
Why Join Flair Airlines:
At Flair Airlines, we value our employees and provide a supportive and collaborative work environment that offers opportunities for growth and professional achievement.
effective on your first day of employment, which includes:
- Competitive compensation package including medical and dental benefits, both short and longterm disability coverage, life insurance, dependent life insurance, and an employee & family assistance program.
- Pension plan with matched contributions.
- Individualized performance bonuses based on achievements.
- Attractive referral incentive program.
- Access to our staff travel program, allowing employees and their travel companions unlimited travel access across the Flair network.
How to Apply:
If you're ready to embark on this exciting journey with Flair Airlines, please submit your resume through the job posting and answer a few questions about your experience and suitability for the role.
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