Call Centre Supervisor

Job summary

The Call Centre Supervisor provides day-to-day operational support and leadership to inbound Call Centre Representatives to ensure professional customer service. They are responsible for monitoring call volumes, managing escalations, coordinating staff schedules, and conducting performance audits.

Job details

Established in 1960, Perimeter Aviation LP is a diversified company that is a subsidiary of the Exchange Income Corporation which has recently grown through the merger with Bearskin Airlines. With approximately 900 employees, we operate a fleet of 45+ aircraft including the Metro 2, 3, 23, Merlin and Dash 8 aircraft. We are based in Winnipeg and Thompson, Manitoba as well as Sioux Lookout, Timmins, Thunder Bay, and Toronto Ontario. We provide scheduled passenger and freight services to Northern Manitoba and Northern Ontario, 24/7 North American charter services, Medical evacuation services and a full-service maintenance facility including design engineering, NDT, and Garrett turbine engine services. We are a Canadian company, proudly building a diverse workforce that is driven by a shared sense of community, customer service and a dedication to safety. We’re fostering a culture where our employees will feel proud of the work they do and the company they work for. We seek employees with a positive attitude in providing excellent service to the communities in our network. 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 Strong 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 Physically able to perform all listed job duties Travel by aircraft and other means as required by role Various shifts at a fast pace in order to meet service level requirements of the airline Able to lift and carry up to 50 lbs Manual dexterity required to use desktop computer and telephone Methods and procedures described or implied in the job profile may be altered to accommodate employees. Perimeter Aviation’s hiring policy is to recruit and select the best applicant for employment solely on the basis of their qualifications for the position. Perimeter Aviation LP does not discriminate against applicants based on race, national or ethnic origin, colour, religion, age, sex, sexual orientation, marital status, family status, disability or a conviction for which a pardon has been granted. We thank all candidates for their interest in the position; however only those selected for an interview will be contacted. Applicants will be reviewed on a rolling basis which may result in an earlier application deadline.

What you’ll do

The Call Centre Supervisor provides day-to-day operational support and leadership to inbound Call Centre Representatives to ensure professional customer service. They are responsible for monitoring call volumes, managing escalations, coordinating staff schedules, and conducting performance audits.

Requirements

Candidates must have a high school diploma or GED and at least one year of supervisory and customer service experience. Proficiency in Microsoft Office and the ability to obtain transportation security clearances are required.

Listed skills

• Time management · Preferred
• Customer service · Preferred
• Problem solving · Preferred
• Leadership · Preferred
• Attention to detail · Preferred
• Multitasking · Preferred
• Critical Thinking · Preferred
• Communication Skills · Preferred
• Microsoft Office Suite · Preferred
• Conflict Resolution · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Leadership
• Supervisory skills
• Customer service
• Problem solving
• Analytical skills
• Time management
• Multitasking
• Communication skills
• Conflict resolution
• Performance management
• Staff training
• Microsoft Office Suite
• Operational support
• Attention to detail
• Critical thinking
• Accountability
• Inbound Calls
• Supervision
• Lifting Ability
• Positivity
• Service Standards
• Microsoft Teams
• Analytical Skills
• Microsoft Excel
• Airline Reservations Systems
• Auditing
• Internal Controls
• Management
• Customer Service
• Communication
• Confidentiality
• Training And Development
• Critical Thinking
• Problem Solving
• Risk Management
• Fine Motor Skills
• Microsoft Outlook
• Microsoft Office
• Operations
• Performance Improvement
• Performance Review
• Proactivity
• Quality Assurance
• Coaching
• On-Time Performance
• Service Level Objectives
• Service Recovery
• Time Management
• Non-Destructive Testing (NDT)
• Resourcing

Job areas

• Customer Service & Support
• Management & Leadership
• Transportation
• Administrative
• Call Center Supervisor
• Call Center Manager
• Office Supervisors
• First-Line Supervisors of Office and Administrative Support Workers