Subject Matter Expert - Mississauga, Canada - Vacances Air Canada / Air Canada Vacations

Vacances Air Canada / Air Canada Vacations

Verified Company

Mississauga, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

TITLE:
Subject Matter Expert

DEPARTMENT:
Business Process

LOCATION:
Montreal or Toronto

SCOPE:
Responsible for implementing Customer-focused processes, programs and policies which are supported by Operations.

Responsibilities:

Assist in modernizing Operations procedures by developing business cases and supporting the implementation of new processes and technology.
Participate in the creation of test cases, executing test scenarios, and documenting throughout new projects for Operations.
Raise blockers and critical items to the appropriate stakeholders while providing solutions.
Liaise regularly with the Training, IT and Operations teams to ensure that new initiatives are aligned with the corporate strategy and are rolled out successfully.
Liaise with Marketing and Revenue Management regarding new corporate products and offerings to ensure their successful roll out to the Operations teams.
Define methods for identifying ways to improve or eliminate processes to enhance efficiency for Operations and validate solutions with the appropriate stakeholders.
Develop and maintain collaborative customer and user relationships.
Analyze system related issues, and report accordingly to IT for processing.
Monitor and follow up on tickets opened with IT for resolution.
Maintain and update technical documents and procedures for the Operations teams.
Complete and maintain queues/logs related to business processes, change requests and more.
Other tasks related to the implementation of technical procedures for the Operations teams.

KNOWLEDGE AND SKILLS REQUIRED

College diploma in Tourism
Minimum of 2 years of experience in the tourism industry
Strong technical background in TTS and Altea
Knowledge of Agent Hub and Revelex is an asset
Solid understanding of Call Center procedures
Ability to resolve problems quickly in a dynamic environment
Strong team player, customer centric, great communication and organizational skills
Demonstrates great judgment, initiative and flexibility
Ability to work under pressure, assess priorities and cope with strict deadlines
Computer literate (Word, Excel, Power Point and Outlook)
Fluently bilingual; French and English