Lead Agent (temporary 4 months)
About The Position
The incumbent plays a key role in ensuring smooth operations and supporting teams. Acts as a resource person, coordinates critical tasks, and contributes to the proactive resolution of operational and customer issues. Collaborates with colleagues, demonstrates adaptability to change, and is tolerant, receptive, and attentive to others and customers. Provide technical and procedural support to agents through a coaching approach tailored to individual needs. Support agents by answering their questions and guiding them to apply procedures with confidence and autonomy. Coordinate operational activities while actively supporting agents in their daily tasks, including taking over certain operations when needed. Handle escalations from B2C, B2B, and GDS customers with professionalism and efficiency. Support mentors during training sessions related to updates or changes in internal procedures. Serve as a point of reference for agents outside regular hours, including evenings and weekends. Provide prompt support to Destination Representatives, the PSS team, and the liaison team. Work closely with supervisors to identify development opportunities and coaching needs for agents. Analyze files and call recordings to resolve complex or problematic situations. Act as a technical and procedural reference for other departments within the company.
Requirements
- Minimum of one year of experience as a Contact Centre Agent.
- Fluency in French and English, both spoken and written
- In-depth understanding of procedures and products offered (B2C, B2B, GDS).
- Demonstrated interest in teamwork and collaboration.
- Well-developed analytical and prioritization skills.
- Autonomy, attention to detail, and ability to perform under pressure.
- Good command of Microsoft Excel.
- Recognized for being dynamic, proactive, and resourceful.
- Ability to learn quickly in a constantly evolving environment.
- Availability to work a flexible schedule, including evenings and weekends.
Nice To Haves
- A good knowledge of French is required for positions in Quebec. The incumbent will be required to communicate and collaborate frequently in English, both orally and in writing, with colleagues, customers, and other stakeholders in Quebec, the rest of Canada, and internationally.
Responsibilities
- Provide technical and procedural support to agents through a coaching approach tailored to individual needs.
- Support agents by answering their questions and guiding them to apply procedures with confidence and autonomy.
- Coordinate operational activities while actively supporting agents in their daily tasks, including taking over certain operations when needed.
- Handle escalations from B2C, B2B, and GDS customers with professionalism and efficiency.
- Support mentors during training sessions related to updates or changes in internal procedures.
- Serve as a point of reference for agents outside regular hours, including evenings and weekends.
- Provide prompt support to Destination Representatives, the PSS team, and the liaison team.
- Work closely with supervisors to identify development opportunities and coaching needs for agents.
- Analyze files and call recordings to resolve complex or problematic situations.
- Act as a technical and procedural reference for other departments within the company.
Benefits
- Exclusive travel privileges to explore the world and create unforgettable memories.
- Opportunity to work in a modern, inspiring environment.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
