Position SummaryReporting to the Base Manager, the Lead Call Center Agent is responsible for making informed decisions without compromising policies/procedures. This individual will demonstrate solid interpersonal and communication skills. The Call Center Agent Lead is responsible for overseeing the daily operations of a team of call center agents. This position requires strong leadership, problem-solving skills, and the ability to manage multiple tasks in a fast-paced environment.Personal CharacteristicsHighly flexible, with the ability to respond quickly in a dynamic environmentProfessional and respectful, with a positive work attitudeTimely with a high level of commitment to on-time performance is essentialMotivated with the ability to work independently and as part of a teamEffective verbal and written communication skillsHigh level of respect, understanding and regard for First Nations communitiesAble to think critically and act logically to evaluate situations and provide sound judgmentAble to build and maintain lasting relationships with all departments, business partners and customersStrong leadership and supervisory skillsSuperior time management skills, multitasking skills and the ability to prioritize tasksHigh level of integrity, confidentiality and accountabilityStrong problem solving and analytical skillsAble to effectively train and develop personnel within their departmentWilling to take the initiative to make personal and organizational improvementsAble to handle stressful situations in a calm and effective mannerCustomer service oriented with a commitment to exceptional serviceKey Responsibilities and AccountabilitiesOversee daily operations, ensuring all agents meet performance standards and deliver high-quality customer service.Monitor call volume and ensure the team meets performance targets,



stepping in to handle calls during high queue periods.Coordinate agent lunch and break schedules.Arrange coverage for absent agents.Provide coaching, mentoring, and training to new and existing agents to improve performance, product knowledge, and customer handling skills.Engage actively on Microsoft Teams, responding to agent inquiries promptly.Handle escalated customer issues, providing timely resolutions and communicating in the escalated group chat on Teams.Work on reservation emails.Prepare allotment vouchers and letters, ensuring emails are sent to all chiefs and councils on the 15th of each month.Work with the operations team to assist in reaching out to passengers during IRROPS.All purchase vouchers received via fax or email should be sent to the accounting team on a weekly basis.Possess the ability to make informed decisions without compromising internal policies/proceduresActively participate in the Company's Safety Management SystemPerform additional duties as assigned by Supervisors or the Manager.Minimum Education, Experience and CertificationsHigh school diploma or General Education Degree (GED) equivalentExperience using Microsoft Office Suite (Outlook, Excel, Word)A minimum of one year of experience in a customer service call center is preferred.Post-secondary education in aviation or related programs is considered an asset.Previous experience with an Airline Reservation Software System considered an asset (Amelia preferred).Indigenous and Cultural Awareness Training considered an assetMust be able to obtain and maintain any applicable transportation security clearances and additional authorizationsWorking ConditionsPhysically able to perform all listed job dutiesTravel by aircraft and other means as required by roleVarious shifts at a fast pace in order to meet service level requirements of the airline.Manual dexterity is required to use desktop computer and telephone.Methods and procedures described or implied in the job profile may be altered to accommodate employees.

📌 Lead Call Centre Agent (Winnipeg)
🏢 Perimeter Aviation
📍 Winnipeg