Air Canada Cargo Jobs – Customer Service Manager

Website Air Canada

Job Description:

Responsible for managing the Customer Journey Management team, providing customer recovery leadership during disruptions, ensuring effective and pro-active customer recovery strategies are used. Manage CJM business processes and procedures as well as develop and design new business processes for simple and optimized workflows for CJM agents.

Job Responsibilities:

  • Responsible for the day-to-day management of CJM operations.
  • Provide leadership and direction to the Customer Journey Management (CJM) team.
  • Evaluate risk items and work on risk mitigation strategies to support business processes
  • Perform gap analysis on business processes and collaborate with team members and key stakeholders/leaders to identify areas of improvement
  • Implement initiatives designed to improve processes and performance and identify opportunities for process controls
  • Attend conference calls, communicate and share information with all team members
  • Prepare and develop procedures, templates, process standards, job aids and communication to effectively manage all CJM processes for Mainline and AC Express
  • Support the introduction of new projects, products and tasks; prepare Job Aids and hold briefings with the team
  • Communicate with staff on a continuous basis to keep them current and knowledgeable of our processes, policies, products, performance and branch initiatives.
  • Maintain and update Sharepoint site with procedures and training documents

Job Requirements:

  • Ability to work different shift patterns, including weekends and holidays, work overtime if required.
  • Strong written, verbal, and interpersonal communication skills
  • Motivated, energetic, enthusiastic, creative and innovative
  • Knowledge of labor relations and experience in managing a unionized workforce is an asset.
  • Excellent working knowledge with MS Office programs, Altea, Communicator, Netline and relevant IT systems used in SOC
  • Excellent interpersonal skills; conflict resolution, communication and leadership skills.
  • Analytical thinking and problem solving abilities
  • Sense of initiative and proactive thinking and ability and experience in mapping processes and improving procedures to align with business strategy.

Qualification & Experience:

  • Focused on customer service excellence and continuous improvement, must be creative and innovative thinker.
  • Fundamental understanding of Airline and Airport operations, processes and procedures.
  • Ability to meet deadlines and work under pressure.

Job Details:

Company: Air Canada

Vacancy Type: Full Time

Job Location: Toronto, Ontario, CA

Application Deadline: N/A

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