Team Advisor - Travel Call Centre

About Us

At CAA Club Group, we are passionate about keeping our Members safe - whether they are on the road, at home, or travelling abroad. As a trusted Member-based organization, we provide products and services that are essential to Members’ safety and peace of mind. With over 2.6 million Members across Ontario and Manitoba, we advocate on issues such road safety and infrastructure, the environment, seniors’ mobility, and consumer protection. Associates share in each other’s successes, drive change and support each other while cultivating a great working environment to deliver on what is best for our Members. CAA Travel is a member of the CAA Club Group of Companies.

Who we are

Are you ready to join an award-winning, purpose-driven culture? Welcome to the CAA Club Group of Companies (CCG), where purpose leads to passion!

At CCG, we are committed to delivering an exceptional Associate experience. We offer:

• Work-life harmony with access to an award-winning holistic wellness program,

• Continuous learning through our robust corporate curriculum and education reimbursement program,

• Incredible rewards, travel incentives, and product and service discounts,

• Pay-for-performance and best-in-class recognition programs, and

• Competitive benefits that include a defined contribution plan, personal spending account, and so much more.

Join our growing team where everyone belongs!

Position Details

What You Will Do:

• Provide support to Travel, Travel Admin & Corporate Associates including, technical, customer, supplier & administrative assistance as required & support with handling overcall of calls
• Handle schedule, vacation, and any time off for the team & liaise with WFM
• Audit Associate files and calls to ensure that regulatory and compliance processes are followed including identifying areas of opportunity for training and development for the Travel Associates
• Real time monitoring of queues and report on call stats, analysis and any trends to initiate business process improvements
• Support with onboarding new hires
• Support Supervisors with team performance and provide coaching to agents when required for training and improved performance
• Resolve accounting issues with agent files & manage queues that require customer contact for any schedule changes
• Handle escalations and provide resolutions to complex situations
• Performs other job-related duties as assigned.

Please note, salary range is not inclusive of total compensation. The expected salary range for this position will be impacted by factors such as the successful candidate’s skills, experience and working location, as well as the specific position’s business line, scope and level. Candidates with salary expectations outside of the range are encouraged to apply.

Who You Are:

• Flexibility to work a variety of shifts including evenings and weekends
• Post Secondary education preferred
• Minimum two years of travel industry experience
• Previous call centre experience preferred
• Strong time management and organization skills
• Strong computer skills including knowledge of ClientLinq & TST

Please note internal applicants are asked to formally express their interest by applying online no later than 10 business days of position being posted.

Please note that we may use AI tools to help us through the recruitment process.

Our Commitment

We are an equal opportunity employer and are committed to providing employment accommodation in accordance with all applicable Provincial Human Rights and Accessibility Legislation. CCG will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require an accommodation, please notify us and we will work with you to meet your needs.