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
- Robust 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 professional 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

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