Lead Air Canada contact centre performance through coaching, customer service leadership, and operational problem-solving. This role requires flexibility across evenings, weekends, and holidays.

The Operations Manager coaches employees against team metrics and develops service-focused behaviours. You will monitor calls, support product launches, explain company decisions, and resolve complex employee, customer, and operational issues. The position also involves local initiatives, management meetings, and workforce collaboration.

Key Responsibilities:

- Coach employees toward productivity and service objectives
- Monitor calls for demeanour, accuracy, and policy conformance
- Support recent product and service launches
- Manage absenteeism, corrective actions,



and employee recognition
- Coordinate safety, operational, and customer service standards

Requirements:

- Leadership, coaching, and employee development skills
- Strong customer focus and professional communication
- Critical thinking, judgment, and complex problem-solving ability
- Microsoft Word, Excel, and Outlook experience
- Availability for evenings, weekends, holidays, and required travel

Bring coaching, sound judgment, and customer-focused leadership to Air Canada’s contact centre operations and workforce initiatives.

📌 Air Canada Contact Centre Manager (Dorval)
🏢 Air Canada
📍 Dorval