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3 months ago
Air Canada
Location: Canada, North America
Job type: Permanent
Sector: Business & Administration
Category: Senior Manager
Are you passionate about reaching new heights, teamwork and making a meaningful contribution? Do you picture yourself as a valued member of an industry-leading organization? If you answered yes to these questions, Air Canada is seeking enthusiastic individuals to join the diverse and vibrant team working together to lead the growth and expansion of Canada’s flag carrier.

Contact Centre Headquarters is looking for a Business Processes & Innovation Manager, reporting to the Manager, Contact Centres Processes & International Operations.

The manager will be responsible for customer-focused business processes and products while ensuring they can be supported by Contact Centres.

The applicant is expected to:


Participate in new product development projects to ensure that Contact Centres delivery remains a priority during design/development phases


Support Marketing and other branch initiatives


Deliver new products, policies and processes successfully


Optimize revenue by focusing on enhancements or process changes that increase sales or reduce cost within Contact Centres


Work with subject matter experts to research and develop business requirements


Develop and prepare required business case(s)


Liaise closely with other business units such as IT, Training, Marketing, etc.


Support operational functions by focusing on Contact Centre improvements


Review current products to ensure that they continually meet original design specifications and initiate enhancements as required


The managers in this position requires the following skills:

* Strong Leadership abilities

* Effective decision making

* Organized

* Analytical

* Manage time efficiently

* Ability to prioritize tasks

* Ability to meet tight deadlines

* Ability to handle multiple projects

* Ability to work independently

* Demonstrate problem solving

* Results-oriented

* Airline experience (an asset)

* Knowledge of MS products (Excel & Word required, PowerPoint & Visio an asset)

* Knowledge of Qik Res and RESIII (an asset)


Bilingual (English and French)

At Air Canada, we want to fly higher when it comes to employment equity. We, therefore, encourage applications from Aboriginal peoples, women, members of a visible minority and persons with a disability.

Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.

: Call Center

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