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Added 9 mins ago
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Software Engineer II - Angular UI
TD
Toronto, ON
- Full-time
Monitor service, productivity and assess efficiency levels within own function and implement continuous process / performance improvements where opportunities exists
Added 9 mins ago
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Personal Banking Associate Trainee - Future Opportunities
TD
Milton, ON · Oakville, ON
- Full-time
…relationships with our customers by performing a broad range of customer service transactions and providing information and advice on services, products, and solutions to existing or…
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T
TD Insurance, Legal Assistant III
TD
Saint John, NB
- Full-time
Performs research, reviews and prepares documents in accordance with project objectives and in consultation with Lawyer, Law Clerk or Legal Office Manager.
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T
Personal Banker Trainee - Cantonese and/or Mandarin
TD
Markham, ON
- Full-time
…relationships with our customers by performing a broad range of customer service transactions and providing information and advice on services, products, and solutions to existing or…
Added 9 mins ago
T
Customer Experience Associate
TD
Thornbury, ON
- Full-time
…relationships with our customers by performing a broad range of customer service transactions and providing information and advice on services, products, and solutions to existing or…
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C
PT Food Clerk (Stonebridge Food #431) Saskatoon, SK - Saskatoon Co-op
Co-op
Saskatoon, SK
- Part-time
Reporting to the Food Store Manager, responsibilities for this position include the following:
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C
FT TMLP Grocery Supervisor (Stonebridge Food #430) Saskatoon, SK - Saskatoon Co-op
Co-op
Saskatoon, SK
- Full-time
Ensuring exceptional customer service is provided at all times.
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M
Senior Software Developer
Moneris
Toronto, ON
- Full-time
…cross-functional Agile team. The role offers end-to-end ownership of customer-facing features, secure interfaces and reliable transaction workflows. You will contribute to cloud delivery,…
Added 9 mins ago
S
Retail Store Manager - Full Time - Sherway Gardens, ON
Swarovski
Toronto, ON
- Full-time
Many of our Store Managers grow into Flagship Store Manager, District Manager, Trainer, Visual Merchandiser, Customer Service, or Sales Operations Manager roles. We support your development…
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TS
Store Associate
The Salvation Army Canada and Bermuda Territory
Winnipeg, MB · Wolseley Thrift Store
- Part-time
Contribute to meeting store sales targets; provide efficient courteous customer service; use tact when dealing with difficult customers.
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TS
Store Associate
The Salvation Army Canada and Bermuda Territory
St. Albert, AB
- Full-time
Contribute to meeting store sales targets; provide efficient courteous customer service; use tact when dealing with difficult customers.
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Director, Business Banking - Bilingual
CIBC
Montreal, QC
- Full-time
…responsible for building, developing and leading a team of Senior Manager & Team Leaders to meet the business and personal needs of our clients and drive business growth. Clients typically…
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Staff Data Scientist
BMO
Toronto, ON · BMOPLACE
- Full-time
…customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your…
Added 9 mins ago
Assistant Branch Manager
Money Mart
Toronto, ON
Assistant Branch Managers help the Branch Manager lead the day-to-day success of a Money Mart branch while staying hands-on with customer service, sales, financial service transactions,…
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Senior Tax Analyst
Manulife
Toronto, ON · Waterloo, ON
- Full-time
…reporting. Reporting to the AVP, Global Taxation and supporting the Manager, Global Taxation, the incumbent will work closely with Global Tax colleagues, local tax teams, Finance, IT, and…
Added 9 mins ago
GardaWorld - Edmonton - Technical Support Team Lead - in person
GardaWorld
Edmonton, AB
Reporting To: Senior Customer Experience Manager
Added 9 mins ago
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UCP/PSW
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- Full-time
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Associate Property Manager
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…oversight, and collaboration with multiple stakeholders to ensure service quality and operational…
Added 9 mins ago
Network Administration Technician
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Canada
Reporting to the Manager, End User Technology Services this position is primarily responsible for providing front line support to IESO users for IT standard services. Handles triage of…
Added 9 mins ago
JE
Technology Manager
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ON
- Full-time
Just Eat Takeaway is seeking a Technology Manager to lead and grow the Delivery as a Service team (DaaS) within our Logistics Pillar (Logistics Services).
Added 9 mins ago
Brand Experience Summer Representative - Toronto
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Toronto, ON
This position reports to the Territory Sales Manager and works closely with the Territory Sales Representatives, Merchandisers, and other teams from different functions.
Added 9 mins ago
On-Premise Summer Field Sales Representative - Ottawa
Molson Coors
Ottawa, ON
This position reports to the Territory Sales Manager and works closely with the Territory Sales Representatives, Merchandisers, and other teams from different functions.
Added 9 mins ago
On-Premise Summer Field Sales Representative - Brampton
Molson Coors
Brampton, ON
This position reports to the Territory Sales Manager and works closely with the Territory Sales Representatives, Merchandisers, and other teams from different functions.
Added 9 mins ago
Key Account Summer Field Sales Representative, GTA
Molson Coors
Toronto, ON
This position reports to the Territory Sales Manager and works closely with the Territory Sales Representatives, Merchandisers, and other teams from different functions.
Added 9 mins ago
Brand Experience Summer Representative - Vancouver
Molson Coors
Vancouver, BC
This position reports to the Territory Sales Manager and works closely with the Territory Sales Representatives, Merchandisers, and other teams from different functions.

Air Canada

Operations Manager - Contact Centres

Dorval, QC, Canada

Full-time

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Job details

Job type: Full-time
Apply by: Nov 6, 2026
Posting language: English
Posted: Oct 29, 2026

Original job description

Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.

Our skilled Operations Managers embrace their role as a Leader, assisting Customer Sales and Service Agents to achieve their personal potential in the delivery of superior customer service. Strong interpersonal skills and coaching abilities dominate as they educate and motivate their team of front-line employees in providing exceptional customer service to Air Canada worldwide. They quickly adapt to changes and model a positive, motivating and customer-focused attitude for employees while showcasing their strong problem-solving and multi-tasking skills.

Responsibilities:

Coach employees to the team metrics, to achieve and exceed productivity and service objectives.
Coach on soft skills by demonstrating courtesy, empathy and poise under pressure
Listen to calls to observe employee demeanour, technical accuracy and conformance to Company policies and procedures
Support the launch of new products and services and communicate the rationale and benefits
Proactively manage employee absenteeism. Be responsible for the delivery of corrective actions and fostering a culture of reliability.
Provide recognition and deliver constructive feedback in a manner that fosters motivation and empowerment. Celebrate success with employees by recognizing
great individual and team effort and take time to thank them.
Manage, monitor and co-ordinate various activities and processes to achieve excellence in the areas of safety, operational and customer service standards.
Anticipate, identify, and resolve service and operational problems with a results-oriented approach to performance.
Play an influential role in nurturing a sense of ownership across the workforce, so that employees feel empowered to use their judgment and experience to make sound decisions.
Consistently communicate with employees and customers with company directions and explain the rationale behind our policies or decisions.
Anticipate employees’ and customers’ needs and be available for them.
Be entrepreneurial and make every decision as if you owned Air Canada.
Assume local leadership, as assigned, for specific local initiatives or departments for process & performance improvement.
Participate in Management team meetings and decision-making pertaining to office matters.
Collaborate with union representatives, Labour Relations, leaders, and employees to resolve workforce planning, attendance, accommodation, and employee relations matters.

Completion of a bachelor’s degree or academic equivalent is an asset.
Knowledge of airline commercial operations, call centre operations, or related travel industry experience an asset.
Strong customer focus, dealing with employees and customers with professionalism and care.
Demonstrated leadership, coaching, and employee development skills in a fast-paced, customer-focused environment.
Proven critical thinking, sound judgment, and problem-solving skills, with the ability to make timely decisions and resolve complex employee, customer, and operational issues.
Excellent communication, influencing, conflict resolution, and relationship-management skills, with the ability to build trust and create mutually beneficial solutions.
Demonstrated ability to work under pressure, handle stressful situations and maintain flexibility.
Ability to respond quickly to situations and seize opportunities.
Able to influence, convince and create mutually acceptable solutions in the context of conflicts.
Possess an energetic and tenacious achievement orientation, with demonstrated ability to take initiative and work with minimal supervision.
Experience using Microsoft Office applications including Word, Excel, and Outlook.
Demonstrated commitment to teamwork.
Knowledge of labour relations and experience in managing a unionized workforce is an asset.
Ability to work evenings, weekends, and holidays.
Ability to travel when required.

Conditions of Employment:

Candidates must be eligible to work in the country of interest at the time any offer of employment is made and are responsible for obtaining any required work permits, visas, or other authorizations necessary for employment. Prior to their start date, candidates will also need to provide proof of their eligibility to work in the country of interest.

Linguistic Requirements

Based on equal qualifications, preference will be given to bilingual candidates.

Diversity and Inclusion

Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees’ unique contributions to our company’s success.

As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.

Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.

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More about this job

Responsibilities

The Operations Manager is responsible for coaching front-line agents to meet productivity and service metrics while fostering a culture of reliability and motivation. They monitor operational performance, resolve service issues, and collaborate with various stakeholders to ensure excellence in customer service standards.

Requirements

Candidates should possess strong leadership and coaching skills, with experience in managing unionized workforces and call centre operations. A bachelor's degree is preferred, along with proven ability to work under pressure and handle complex operational and employee relations issues.

Skills

Leadership
Coaching
Customer Service
Problem-solving
Conflict Resolution
Performance Management
Communication
Critical Thinking
Relationship Management
Labour Relations
Multi-tasking
Microsoft Office
Operational Excellence
Teamwork
Decision-making

Visa sponsorship

Not detected in the job text

Keywords

Operations Manager
Contact Centre
Aviation
Customer Service
Coaching
Performance Metrics
Labour Relations
Unionized Workforce
Problem-solving
Leadership
Microsoft Office
Conflict Resolution
Operational Standards
Workforce Planning
Employee Development
Critical Thinking
Decision-making
Team Management
Service Objectives
Professionalism

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