Supervisor, Customer Support (18-Month Temporary Contract)

WHO WE ARE

At Air Canada Vacations, we’re in the business of making dreams travel. That’s why we offer vacation packages, tours, cruises and more tailored to everyone’s individual needs. We like to say we have a vacation for every traveller because we do!

If you're someone who's passionate about exploring the world and sharing that enthusiasm with our customers, we'd love to welcome you to our team.

For over 50 years, Air Canada Vacations has been making travel easy, so come and join us in helping fellow Canadians create unforgettable memories wherever they go.

The Customer Support Supervisor is responsible for leading a team that supports reservation and customer service operations by carrying out activities related to customer service and/or the reservation process. This role assists travel agents and guides customers through personalized support to help them find solutions to involuntary changes affecting their reservations.

WHAT YOU'LL BE DOING

· Provide guidance and assistance to direct reports, travel agents, customers, and other departments, and resolve issues accurately and in a timely manner.
· Ensure that procedures are kept up to date to support the effective resolution of these issues.
· Ensure that schedule changes, air, cruise and land modifications are communicated within 48 hours.
· Assist in conducting all relevant research regarding the severity of an issue.
· Ability to make decisions with a solid understanding of financial impacts.
· Conduct ongoing monitoring and coaching sessions to ensure a high level of customer service and professionalism is consistently delivered and maintained at all times through telephone and email communications.
· Develop, recommend, and implement policies and procedures to ensure optimal efficiency in assigned responsibilities.
· Assist in the preparation and monitoring of reports, such as daily reports related to department’s tasks.
· Supervise, support staff, including performance evaluations, hiring, workforce planning, employee development, coaching, and disciplinary actions.
· Develop and motivate an effective call center team.
· Ensure training needs are met and that the department manual (policies and procedures) is maintained and kept up to date.
· Ensure established guidelines and parameters are followed when making decisions.
· Build and maintain strong relationships with travel agents, suppliers, employees, and all other internal departments.
· Perform any other related duties as assigned.

WHAT YOU BRING TO THE TEAM

· College diploma in Tourism and / or management
· Minimum of 3 years’ experience in the industry
· Excellent knowledge of ARD Web and TTS
· Knowledge of Word, Excel, PowerPoint and Outlook
· Excellent communication, interpersonal & organizational abilities.
· Ability to work in a fast-paced, demanding environment and handle multiple projects effectively
· Exceptional leadership skills
· Demonstrate confidence, good judgment, initiative, autonomy, and flexibility
· Bilingual: French and English
· Must be available to work in office (hybrid model)

WHY WORK WITH US?

• Our team loves to travel, and we have one of the most generous employee travel programs in the industry. You’ll be eligible for travel privileges for yourself and other eligible persons once you’ve completed 6 months of service
• Hybrid work model: Corporate Mandate of 4 days in office (Tuesday, Wednesday, Thursday + 4th day of your choice) and 1 day from home
• We value your wellbeing and offer a wide variety of benefit plans, including health and dental, for you and your family
• We offer training and development tools to help unlock your full potential

Please note that these benefits apply to permanent, full-time employees.

Visit our Careers page for a full list of benefits.

OUR COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION

Air Canada Vacations is committed to ensuring a Diverse, Equitable, and Inclusive Workplace, fundamental to its core values. We celebrate the uniqueness of every individual, listen to every voice, and instill a sense of belonging in our people that allows each team member’s authentic self to truly shine.

We encourage individuals of all backgrounds to apply as we strive to create a diverse team that mirrors the diversity of the customers and communities we serve as an equal opportunity employer. Should you require any accommodation, please inform us and we will work with you to meet your accessibility needs. For any accessibility-related assistance, requests for information in accessible alternative formats or to report any accessibility problems, please share in your application.

Linguistic Requirements

When qualifications are equal, preference will be given to bilingual candidates. The position involves daily interactions with partners, clients, and colleagues located outside of Quebec.