Position Summary

Reporting to the Winnipeg Base Manager, the Call Centre Supervisor provides day-to-day oversight and operational support to inbound Call Centre Representatives and Leads, ensuring timely, accurate and professional customer service. The role supports frontline staff with real-time guidance on reservations, disruptions and service recovery, while reinforcing service and handling standards, monitoring performance and ensuring compliance with established policies and operational requirements.

Personal Characteristics Strong leadership with the ability to supervise and direct other employees

Highly flexible, with the ability to respond quickly in a dynamic environment

Professional and respectful, with a positive work attitude

Timely with a high level of commitment to on-time performance is essential

Motivated with the ability to work independently and as part of a team

Effective verbal and written communication skills

High level of respect, understanding and regard for First Nations communities

Able to think critically and act logically to evaluate situations and provide sound judgment

Able to build and maintain lasting relationships with all departments, business partners and customers

Strong leadership and supervisory skills

Superior time management skills, multitasking skills and the ability to prioritize tasks

High level of integrity, confidentiality and accountability

Strong problem solving and analytical skills

Able to effectively train and develop personnel within their department

Able to handle stressful situations in a calm and effective manner

Customer Service-oriented with a commitment to exceptional service

Strong attention to detail

Willing to take initiative to make personal and organizational improvements Key Responsibilities and Accountabilities Provide day-to-day supervision,



direction, and operational support to Call Centre Agents handling inbound calls and the reservations inbox

Oversee daily call centre operations, monitoring call volumes, queues, and inbox workloads; reallocate resources and step in during peak periods to maintain service continuity

Provide real-time guidance and escalation support related to reservations, irregular operations (IROPs), customer recovery, and complex inquiries

Act as a point of escalation for time-sensitive, sensitive, or high-impact customer issues, ensuring appropriate resolution, documentation, and follow-up

Coordinate staffing schedules, breaks, holidays, and training coverage to ensure adequate operational resourcing

Monitor agent performance through call audits, quality assurance reviews, and competency assessments; provide coaching, feedback, and corrective improvement plans as required

Support onboarding, training, and recurrent toolbox talks to ensure agents remain proficient in systems, policies and service standards

Assist with the preparation and administration of performance improvement plans and performance reviews

Foster a respectful, inclusive, and skilled work environment that promotes engagement, accountability, and employee development

Actively engage on Microsoft Teams to respond to agent inquiries, manage escalations, and communicate operational updates in real time





Complete assigned administrative and reporting tasks in accordance with management timelines and internal controls

Remain up to date on all Perimeter products, services, systems, policies and procedures, and assist Call Centre team members with the understanding and implementation of such

Responsible and accountable for maintaining thorough knowledge of relevant Perimeter Aviation LP policies and procedures on internal control and risk management and consistently applying them

Embrace Perimeter’s culture of safety and customer satisfaction, ensuring that staff members are actively participating in the Company’s Safety Management System

Assist and step in for department as required

Perform additional duties as required Minimum Education, Experience and Certifications High school diploma or General Education Degree (GED) equivalent

Must be able to obtain and maintain any applicable transportation security clearances and additional authorizations

Experience using Microsoft Office Suite (Outlook, Excel, Word)

Minimum one year supervisory and customer service experience preferred

Post-secondary education in aviation or related program is considered an asset

Previous experience with an Airline Reservation Software System considered an asset (Amelia preferred)

Indigenous and Cultural Awareness Training considered an asset Working Conditions Physically able to perform all listed job duties

Travel by aircraft and other means as required by role

Various shifts at a fast pace in order to meet service level requirements of the airline

Able to lift and carry up to 50 lbs

Manual dexterity required to use desktop computer and telephone Methods and procedures described or implied in the job profile may be altered to accommodate employees.

📌 Call Centre Supervisor (Winnipeg)
🏢 Perimeter Aviation
📍 Winnipeg