Lead Contact Centre and Group Operations at Air Canada Vacations in Montreal. Drive revenue growth and service excellence through strategic leadership in a hybrid work setting. The Director, Contact Centre & Group Operations plays a critical role at Air Canada Vacations.

You will oversee Reservations, manage third-party partners, and ensure exceptional service delivery 24/7. This position demands strong leadership to cultivate engaged teams focused on maximizing sales opportunities and enhancing customer loyalty. Key Responsibilities:

- Develop and implement strategic operations for the Contact Centre
- Monitor key performance indicators for service and sales
- Foster relationships with travel advisors and group clients




- Manage third-party contact centre performance and improvement
- Lead workforce planning and resource allocation for optimal staffing

Requirements:

- University degree in Business Administration or related field
- Minimum 10 years leadership experience in a customer service environment
- Proven success in managing large-scale operations
- Experience in workforce planning and budget accountability
- Bilingualism in English and French

Utilize your leadership and operational skills to enhance customer experiences with Air Canada Vacations.

📌 Director of Call Centre Operations (Montreal)
🏢 Vacances Air Canada / Air Canada Vacations
📍 Montreal