Job Title : Specialist, Business Process

Department : Business Process

Position Status : Full-time Permanent

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 50 years, Air Canada Vacations has been making travel easy, so come and join us in helping fellow Canadians create unforgettable memories wherever they go.

Air Canada Vacations is looking for talented people to join our exciting and continually growing team. We are looking for innovative and dedicated professionals who have a passion for travel and the desire to bring Air Canada Vacations to the next level. We look forward to having you on board!

This role is 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 within Operations 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

• College degree in Tourism, or relevant field
• Minimum of 3 years of experience in a Call Center and/or Groups 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, GQT and Revelex is an asset
• Solid understanding of Call Center and/or Groups 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
• 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.

Linguistic Requirements When qualifications are equal, preference will be given to bilingual candidates. The position involves daily interactions with partners, clients, and colleagues located outside of Quebec.