Top Benefits
About the role
JOB TITLE: Subject Matter Expert, Call Center
POSITION STATUS: Permanent – Full Time
DEPARTMENT: Business Process
LOCATION : Montreal
WHO WE ARE
At Air Canada Vacations, we’re in the business of making dreams travel. That’s why we offer vacation packages, tours, cruises and more tailored to everyone’s individual needs. We like to say we have a vacation for every traveller because we do! If you're someone who's passionate about exploring the world and sharing that enthusiasm with our customers, we'd love to welcome you to our team. For over 40 years, Air Canada Vacations has been making travel easy, so come and join us in helping fellow Canadians create unforgettable memories wherever they go.
We're looking to hire a Subject Matter Expert – Call Center responsible for enhancing operational efficiency and driving continuous improvement within our organization. This includes creating and optimizing user focused processes, by playing a key role in implementation by elaborating test cases, performing user acceptance testing, supporting training delivery, and supporting Operations for all technical challenges.
WHAT YOU'LL BE DOING
- Support all Leads and Supervisors of the Call Center Departments daily by providing technical guidance and solutions to their queries.
- Thoroughly analyze system related bugs/concerns and collaborate accordingly with IT System Analysts for processing.
- Monitor and follow up on tickets opened with IT for resolution.
- Responsible for the creation of test cases, executing test scenarios, and documenting processes throughout new projects for Operations.
- Raise blockers and critical items to the appropriate stakeholders while providing solutions.
- Responsible for modernizing Operations procedures by developing business cases and supporting the implementation of new processes and technology.
- Evaluate methods to improve or eliminate processes to enhance efficiency for Operations and present solutions to the appropriate stakeholders.
- Develop, maintain and update technical documents and procedures for the Operations teams.
- Complete and maintain queues/logs related to business processes, change requests and more.
- Liaise regularly with the Training, IT and Operations teams to ensure that new initiatives are aligned with the corporate strategy and are rolled out successfully.
- Liaise with Marketing and Revenue Management regarding new corporate products and offerings to ensure their successful roll out to the Operations teams.
- Develop and maintain collaborative customer and user relationships.
- Other tasks related to the implementation of technical procedures for the Operations teams.
WHAT YOU BRING TO THE TEAM
Qualifications and skills required
- College degree in Tourism, or relevant field
- Minimum of 3 years of experience in a Call Center role with extensive knowledge of the travel industry
- Strong technical background in TTS and ARD with experience in evaluating systems/solutions and implementation thereof.
- Knowledge of Agent Hub and Revelex is an asset
- Solid understanding of Call Center procedures
- Ability to resolve problems quickly in a dynamic environment
- Strong team player, customer centric, great communication and organizational skills
- Demonstrates excellent judgment, initiative and flexibility
- Ability to multitask effectively, work under pressure, assess priorities and manage strict deadlines
- Computer literate (Word, Excel, Power Point and Outlook)
- Fluently bilingual; French and English
WHY WORK WITH US?
- Our team loves to travel, and we have one of the most generous employee travel programs in the industry. You’ll be eligible for travel privileges for yourself and other eligible persons once you’ve completed 6 months of service
- Hybrid work model : Corporate Mandate of 3 days in office (Tuesday, Wednesday + 3rd day of your choice) and 2 days from home.
- We value your wellbeing and offer a wide variety of benefit plans, including health and dental, for you and your family
- We offer training and development tools to help unlock your full potential
Please note that these benefits apply to permanent, full-time employees.
Visit our Careers page for a full list of benefits.
OUR COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION
Air Canada Vacations is committed to ensuring a Diverse, Equitable, and Inclusive Workplace, fundamental to its core values. We celebrate the uniqueness of every individual, listen to every voice, and instill a sense of belonging in our people that allows each team member’s authentic self to truly shine.
We encourage individuals of all backgrounds to apply as we strive to create a diverse team that mirrors the diversity of the customers and communities we serve as an equal opportunity employer. Should you require any accommodation, please inform us and we will work with you to meet your accessibility needs. For any accessibility-related assistance, requests for information in accessible alternative formats or to report any accessibility problems, please share in your application.
About Air Canada
Canada's largest airline, the country’s flag carrier and a founding member of Star Alliance, the world's most comprehensive air transportation network celebrating its 25thanniversary in 2022, Air Canada provides scheduled passenger service directly to 51 airports in Canada, 51 in the United States and 86 internationally. It is the only international network carrier in North America to receive a Four-Star ranking from Skytrax, which in 2021 gave Air Canada awards for the Best Airline Staff in North America, Best Airline Staff in Canada, Best Business Class Lounge in North America, and an excellence award for its management of the COVID-19 pandemic.
**
Air Canada est la plus importante société aérienne du Canada, le transporteur national du pays et un membre cofondateur du réseau Star Alliance — le plus vaste regroupement mondial de sociétés aériennes, qui célèbre son 25e anniversaire en 2022. Les lignes passagers régulières d’Air Canada relient sans escale 51 aéroports au Canada, 51 aux États-Unis et 86 sur le reste du globe. En Amérique du Nord, Air Canada constitue le seul transporteur aérien d’envergure internationale offrant une gamme complète de services à détenir la cote quatre étoiles de Skytrax qui, en 2021, lui a décerné les prix Meilleur personnel au sol et à bord en Amérique du Nord, Meilleur personnel au sol et à bord au Canada, Meilleur salon de classe affaires en Amérique du Nord ainsi qu’un Prix d’excellence pour sa gestion de la pandémie de la COVID-19.
Top Benefits
About the role
JOB TITLE: Subject Matter Expert, Call Center
POSITION STATUS: Permanent – Full Time
DEPARTMENT: Business Process
LOCATION : Montreal
WHO WE ARE
At Air Canada Vacations, we’re in the business of making dreams travel. That’s why we offer vacation packages, tours, cruises and more tailored to everyone’s individual needs. We like to say we have a vacation for every traveller because we do! If you're someone who's passionate about exploring the world and sharing that enthusiasm with our customers, we'd love to welcome you to our team. For over 40 years, Air Canada Vacations has been making travel easy, so come and join us in helping fellow Canadians create unforgettable memories wherever they go.
We're looking to hire a Subject Matter Expert – Call Center responsible for enhancing operational efficiency and driving continuous improvement within our organization. This includes creating and optimizing user focused processes, by playing a key role in implementation by elaborating test cases, performing user acceptance testing, supporting training delivery, and supporting Operations for all technical challenges.
WHAT YOU'LL BE DOING
- Support all Leads and Supervisors of the Call Center Departments daily by providing technical guidance and solutions to their queries.
- Thoroughly analyze system related bugs/concerns and collaborate accordingly with IT System Analysts for processing.
- Monitor and follow up on tickets opened with IT for resolution.
- Responsible for the creation of test cases, executing test scenarios, and documenting processes throughout new projects for Operations.
- Raise blockers and critical items to the appropriate stakeholders while providing solutions.
- Responsible for modernizing Operations procedures by developing business cases and supporting the implementation of new processes and technology.
- Evaluate methods to improve or eliminate processes to enhance efficiency for Operations and present solutions to the appropriate stakeholders.
- Develop, maintain and update technical documents and procedures for the Operations teams.
- Complete and maintain queues/logs related to business processes, change requests and more.
- Liaise regularly with the Training, IT and Operations teams to ensure that new initiatives are aligned with the corporate strategy and are rolled out successfully.
- Liaise with Marketing and Revenue Management regarding new corporate products and offerings to ensure their successful roll out to the Operations teams.
- Develop and maintain collaborative customer and user relationships.
- Other tasks related to the implementation of technical procedures for the Operations teams.
WHAT YOU BRING TO THE TEAM
Qualifications and skills required
- College degree in Tourism, or relevant field
- Minimum of 3 years of experience in a Call Center role with extensive knowledge of the travel industry
- Strong technical background in TTS and ARD with experience in evaluating systems/solutions and implementation thereof.
- Knowledge of Agent Hub and Revelex is an asset
- Solid understanding of Call Center procedures
- Ability to resolve problems quickly in a dynamic environment
- Strong team player, customer centric, great communication and organizational skills
- Demonstrates excellent judgment, initiative and flexibility
- Ability to multitask effectively, work under pressure, assess priorities and manage strict deadlines
- Computer literate (Word, Excel, Power Point and Outlook)
- Fluently bilingual; French and English
WHY WORK WITH US?
- Our team loves to travel, and we have one of the most generous employee travel programs in the industry. You’ll be eligible for travel privileges for yourself and other eligible persons once you’ve completed 6 months of service
- Hybrid work model : Corporate Mandate of 3 days in office (Tuesday, Wednesday + 3rd day of your choice) and 2 days from home.
- We value your wellbeing and offer a wide variety of benefit plans, including health and dental, for you and your family
- We offer training and development tools to help unlock your full potential
Please note that these benefits apply to permanent, full-time employees.
Visit our Careers page for a full list of benefits.
OUR COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION
Air Canada Vacations is committed to ensuring a Diverse, Equitable, and Inclusive Workplace, fundamental to its core values. We celebrate the uniqueness of every individual, listen to every voice, and instill a sense of belonging in our people that allows each team member’s authentic self to truly shine.
We encourage individuals of all backgrounds to apply as we strive to create a diverse team that mirrors the diversity of the customers and communities we serve as an equal opportunity employer. Should you require any accommodation, please inform us and we will work with you to meet your accessibility needs. For any accessibility-related assistance, requests for information in accessible alternative formats or to report any accessibility problems, please share in your application.
About Air Canada
Canada's largest airline, the country’s flag carrier and a founding member of Star Alliance, the world's most comprehensive air transportation network celebrating its 25thanniversary in 2022, Air Canada provides scheduled passenger service directly to 51 airports in Canada, 51 in the United States and 86 internationally. It is the only international network carrier in North America to receive a Four-Star ranking from Skytrax, which in 2021 gave Air Canada awards for the Best Airline Staff in North America, Best Airline Staff in Canada, Best Business Class Lounge in North America, and an excellence award for its management of the COVID-19 pandemic.
**
Air Canada est la plus importante société aérienne du Canada, le transporteur national du pays et un membre cofondateur du réseau Star Alliance — le plus vaste regroupement mondial de sociétés aériennes, qui célèbre son 25e anniversaire en 2022. Les lignes passagers régulières d’Air Canada relient sans escale 51 aéroports au Canada, 51 aux États-Unis et 86 sur le reste du globe. En Amérique du Nord, Air Canada constitue le seul transporteur aérien d’envergure internationale offrant une gamme complète de services à détenir la cote quatre étoiles de Skytrax qui, en 2021, lui a décerné les prix Meilleur personnel au sol et à bord en Amérique du Nord, Meilleur personnel au sol et à bord au Canada, Meilleur salon de classe affaires en Amérique du Nord ainsi qu’un Prix d’excellence pour sa gestion de la pandémie de la COVID-19.