Director, Contact Centre & Group Operations
About The Position
The Director, Contact Centre & Group Operations is responsible for the strategic leadership, performance, and continuous improvement of Air Canada Vacations' 24/7/365 Contact Centre and Group Operations. The role oversees Reservations, Group Operations, and third-party contact centre partners to ensure exceptional service delivery, revenue growth, operational efficiency, and achievement of corporate objectives. The Director leads a high-performing team focused on sales, booking modifications, travel advisor and customer support, and relationship management. Through strong leadership, workforce planning, coaching, and performance management, the incumbent develops engaged teams that deliver service excellence while maximizing sales opportunities and customer loyalty.
Requirements
- University degree in Business Administration, Operations, Tourism, Hospitality, or a related field.
- Minimum 10 years of progressive leadership experience in a contact centre, travel, airline, hospitality, or customer service environment.
- Proven experience leading large-scale sales and service operations, including outsourced or third-party contact centre partnerships.
- Strong experience in workforce planning, operational management, budget accountability, and performance optimization.
- Demonstrated success in coaching and developing high-performing teams.
- Strong communication, leadership, analytical, and relationship management skills.
- Experience managing a 24/7 operation in a fast-paced, customer-focused environment.
- Bilingualism (English and French)
Responsibilities
- Lead the overall strategy, performance, and daily Contact Center and Groups operations.
- Develop and execute plans that support revenue growth, service excellence, operational efficiency, and business objectives.
- Establish and monitor key performance indicators related to sales, service levels, productivity, quality, booking accuracy, and employee engagement.
- Foster strong relationships with travel advisors, group clients, suppliers, and internal stakeholders to support business growth and service excellence.
- Provide strategic oversight of third-party contact centre partners, including performance management, service level agreements, quality standards, and continuous improvement initiatives.
- Lead workforce planning, forecasting, scheduling, and resource allocation to ensure optimal staffing levels across a 24-hour operation.
- Develop and coach leaders and frontline teams through performance management, talent development, succession planning, and employee engagement initiatives.
- Drive a culture of accountability, collaboration, customer focus, and sales excellence.
- Monitor operational performance and identify opportunities to improve efficiency, customer experience, productivity, and revenue generation.
- Develop, manage, and monitor departmental budgets, forecasts, and operating expenses to achieve financial objectives.
- Support operational response during service disruptions, system outages, weather events, and other business continuity situations.
- Collaborate with Commercial, Sales, Product, Marketing, Finance, HR, and Technology teams to improve processes, enhance the customer journey, and support strategic initiatives.
- Ensure policies, procedures, and service standards are maintained and aligned with corporate objectives.
- Prepare and present operational, financial, and performance reports, recommendations, and business cases to senior leadership.
- Participate in corporate projects and transformation initiatives that support organizational growth and operational excellence.
- Perform other duties as assigned.
Benefits
- Generous employee travel programs
- Hybrid work model
- Health and dental benefits for you and your family
- Training and development tools
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What This Job Offers
Job Type
Full-time
Career Level
Director
