Customer Support Manager

Are you ready to take your career to new heights?

As Canada's leading ultra-low-cost carrier, dedicated to providing affordable and exceptional travel experiences to Canadians, Flair Airlines is always on the lookout for talented individuals to join our team and contribute to our success as we continue to expand our route network, flight frequency, and services. Given our commitment to growth and excellence, we are currently seeking candidates for the following position:

Job Title: Customer Support Manager

Department: Commercial

Location: Any of our corporate offices across Canada. Our offices are located in Vancouver, BC (YVR), Edmonton, AB (YEG), Calgary, AB (YYC) and Toronto, On (YYZ)

Work Arrangement: This role is primarily based in the Corporate Office with occasional work-from-home flexibility

Position Overview:

The Customer Support Manager will be responsible for overseeing and driving the transformation initiatives within our call center operations. You will collaborate closely with cross-functional teams to implement strategies aimed at enhancing efficiency, improving customer satisfaction, maximizing productivity, and workforce planning and will be accountable for the following duties:

Call Center Transformation:

• Lead the design, implementation, and execution of transformation initiatives within the call center to optimize processes and enhance overall performance.
• Develop and implement innovative strategies to improve service delivery, increase first-call resolution rates, and reduce call handling times.
• Drive digital transformation initiatives, including the adoption of new technologies and tools to streamline operations and improve the customer experience.
• Monitor key performance metrics and conduct regular performance evaluations to identify areas for improvement and drive continuous optimization.

Workforce Planning:

• Develop and implement workforce planning strategies to ensure adequate staffing levels and optimize resource allocation based on call volume forecasts and service level targets.
• Oversee recruitment, onboarding, and training processes to build a highly skilled and motivated call center team.
• Implement workforce management tools and systems to effectively schedule and manage staffing resources, including forecasting, scheduling, and real-time monitoring.
• Analyze workforce data and trends to identify opportunities for efficiency improvements and make data-driven decisions to optimize staffing levels and resource utilization.

Team Leadership and Development:

• Provide strong leadership and guidance to the call center team, fostering a culture of excellence, collaboration, and continuous improvement.
• Coach, mentor, and develop team members to enhance their skills and capabilities and empower them to achieve their full potential.
• Foster a positive and inclusive work environment that values diversity, equity, and inclusion, and promotes employee engagement and satisfaction.

Qualifications & Requirements:

The preferred candidate should exemplify Flair's core values of Respect, Integrity, Reliability, and Resilience while demonstrating success in previous roles. Additionally, we are seeking individuals who possess:

• 
  Education:
  • Certification in project management (e.g., PMP) or change management (e.g. Prosci) is desirable.
  • Bachelor's degree in Business Administration, Computer Science, or a related field

• 
  Experience:
  • 3-5 years of experience in call center management
  • Familiarity with call center solutions such as Zendesk, Salesforce, AWS Connect, Nice, etc.
  • Experience working with Business Process Outsourcing (BPO) providers is a plus.

• 
  Skills and Abilities:
  • Strong analytical skills and the ability to interpret data to drive decision-making.
  • Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and external partners

• 
  Competencies:

Flair team members exhibit common competencies which contribute to individual, team and company success. This includes:

• the ability to lead as a Flair teammate by being collaborative and modelling our values.
• the ability to maintain diverse relationships with peers and other stakeholders.
• the ability to deliver results with impact and striving to always improve.

• 
  Requirements:
  • Clear criminal record check and satisfactory references
  • Must be legally eligible to work in Canada without restriction

Why Join Flair Airlines:

At Flair Airlines, we value our employees and provide a supportive and collaborative work environment that offers opportunities for growth and professional achievement. Additionally, we offer a comprehensive benefits package, effective on your first day of employment, which includes:

• Competitive compensation package including medical and dental benefits, both short and long-term disability coverage, life insurance, dependent life insurance, and an employee & family assistance program.
• Pension plan with matched contributions.
• Individualized performance bonuses based on achievements.
• Attractive referral incentive program.
• Access to our staff travel program, allowing employees and their travel companions unlimited travel access across the Flair network.

How to Apply:

If you’re ready to embark on this exciting journey with Flair Airlines, please submit your resume through the job posting and answer a few questions about your experience and suitability for the role.

Application Deadline: April 3, 2024 or when successful candidate is identified.

Flair Airlines is committed to creating an inclusive, equal, and accessible environment that attracts diverse talent. We encourage qualified candidates from all backgrounds to apply for this role. If you require accommodation during the selection process, please let us know. While we appreciate all applications, only shortlisted candidates will be contacted for the next stage of the recruitment process.

We look forward to the possibility of welcoming you on board!

Website: flyflair.com