Lead Call Centre Agent

Position Summary

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.

Personal Characteristics

• Highly flexible, with the ability to respond quickly in a dynamic environment
• Professional and respectful, with a positive work attitude
• Timely with a high level of commitment to on-time performance is essential
• Motivated with the ability to work independently and as part of a team
• Effective verbal and written communication skills
• High level of respect, understanding and regard for First Nations communities
• Able to think critically and act logically to evaluate situations and provide sound judgment
• Able to build and maintain lasting relationships with all departments, business partners and customers
• Strong leadership and supervisory skills
• Superior time management skills, multitasking skills and the ability to prioritize tasks
• High level of integrity, confidentiality and accountability
• Strong problem solving and analytical skills
• Able to effectively train and develop personnel within their department
• Willing to take the initiative to make personal and organizational improvements
• Able to handle stressful situations in a calm and effective manner
• Customer service oriented with a commitment to exceptional service

Key Responsibilities and Accountabilities

• 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.

Minimum Education, Experience and Certifications

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

Working Conditions

• Physically able to perform all listed job duties
• Travel by aircraft and other means as required by role
• Various shifts at a fast pace in order to meet service level requirements of the airline.
• Manual dexterity is required to use desktop computer and telephone.

Methods and procedures described or implied in the job profile may be altered to accommodate employees.