Lead Call Centre Agent

The Talent Team at Perimeter Aviation•Winnipeg, MB

23h•Onsite

About The Position

Reporting to the Base Manager, the Lead Call Center Agent is responsible for making informed decisions without compromising policies/procedures. This individual will demonstrate strong interpersonal and communication skills. The Call Center Agent Lead is responsible for overseeing the daily operations of a team of call center agents. This position requires strong leadership, problem-solving skills, and the ability to manage multiple tasks in a fast-paced environment.

Requirements

High school diploma or General Education Degree (GED) equivalent
Experience using Microsoft Office Suite (Outlook, Excel, Word)
Must be able to obtain and maintain any applicable transportation security clearances and additional authorizations

Nice To Haves

A minimum of one year of experience in a customer service call center is preferred.
Post-secondary education in aviation or related programs 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

Responsibilities

Oversee daily operations, ensuring all agents meet performance standards and deliver high-quality customer service.
Monitor call volume and ensure the team meets performance targets, stepping in to handle calls during high queue periods.
Coordinate agent lunch and break schedules.
Arrange coverage for absent agents.
Provide coaching, mentoring, and training to new and existing agents to improve performance, product knowledge, and customer handling skills.
Engage actively on Microsoft Teams, responding to agent inquiries promptly.
Handle escalated customer issues, providing timely resolutions and communicating in the escalated group chat on Teams.
Work on reservation emails.
Prepare allotment vouchers and letters, ensuring emails are sent to all chiefs and councils on the 15th of each month.
Work with the operations team to assist in reaching out to passengers during IRROPS.
All purchase vouchers received via fax or email should be sent to the accounting team on a weekly basis.
Possess the ability to make informed decisions without compromising internal policies/procedures
Actively participate in the Company’s Safety Management System
Perform additional duties as assigned by Supervisors or the Manager.