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Added 10 mins ago
VA
Manager, Compensation and Benefits
Vancouver Airport Authority
Vancouver, BC
- Full-time
We have an opportunity for a permanent, full-time Manager, Compensation & Benefits on the People & Culture team. Reporting to the Director, People Operations, the Manager leads YVR’s…
Added 10 mins ago
JI
Paid Media Specialist
Jumbo Interactive
Calgary, AB
- Full-time
For more than 30 years, Stride has brought together the strategy, marketing, technology, customer service, finance, operations, regulatory expertise, and project management required to…
Added 10 mins ago
K
Manager, Cybersecurity
KPMG
Calgary, AB
- Full-time
Our Calgary team is looking for highly motivated Cyber Security professionals at the Manager level to join our team! As a member of KPMG Canada’s cross-functional Cyber team, you will be…
Added 40 mins ago
TU
Finance and Administrative Coordinator
The University of British Columbia
Vancouver, BC
- $4,719 to $4,960 CAD / month
- Full-time
…members, and tenancy contracts. Administratively, they provide operations support to the Manager, Finance and Administration and the Manager, Membership…
Added 40 mins ago
NB
Senior Wealth Associate
National Bank of Canada
Toronto, ON
- Full-time
…advisors to ensure exceptional customer service and smooth branch…
Added 40 mins ago
NB
Senior Analyst - SSI Expert
National Bank of Canada
Montreal, QC
- Full-time
Within the OTC Operations department, you are part of a team of approximately 160 colleagues and report to an Operations Manager. Our team stands out for its expertise in derivative…
Added 40 mins ago
NB
Wealth Associate
National Bank of Canada
Winnipeg, MB
- Full-time
Two years of relevant experience in banking operations, wealth management, insurance, financial services, client service, administration, or another role requiring careful follow-through…
Added 40 mins ago
NB
Wealth Associate
National Bank of Canada
Calgary, AB
- Full-time
Carry out routine operations related to financial transactions (e.g., purchases and sales of securities, necessary transaction adjustments)
Added 40 mins ago
NB
Wealth Associate
National Bank of Canada
Calgary, AB
- Full-time
…400,000 clients in about 100 branches. Reporting to the regional manager, you will team up with a wealth advisor to offer an exceptional client experience. Collaboration and partnership…
Added 1 hour ago
AH
Occupational Therapist II - Rehabilitation Oncology
Alberta Health Services
Grande Prairie, AB
- Part-time
…comprehensive care. You will also have the ability to develop services, program and patient education materials. Reporting to the Manager, Supportive Care, the OTII will provide adult…
Added 1 hour ago
AH
Physiotherapist II
Alberta Health Services
Spirit River, AB
- Full-time
As a Physiotherapist II, you will provide coordination of physiotherapy and other allied health clinical services. You will provide supervision to students and team members as assigned. You…
Added 1 hour ago
AH
Maintenance Worker III
Alberta Health Services
Camrose, AB
- Temporary
…consultation with the Facilities, Maintenance and Engineering Manager and in accordance with accepted standards, regulations and procedures. The incumbent is responsible for completing…
Added 1 hour ago
NR
Program Specialist
Niagara Region
ON · Niagara, ON
- Full-time
Reporting to the Manager of Planning, Evaluation, and Continuous Quality Improvement, this role leads the delivery of complex strategic initiatives in public health, with accountability for…
Added 1 hour ago
AH
Unit Manager - Acute Care
Alberta Health Services
Ponoka, AB
- Full-time
The Acute Care Manager has direct accountability for operations in Emergency Department, Medical Inpatient Unit and Obstetrical Services in Ponoka. Reporting to the Site Lead and in…
Added 1 hour ago
AH
Supervisor
Alberta Health Services
AB · Greater Edmonton Metropolitan Area
- Full-time
Reporting to the Manager, Patient Food Services, the Supervisor has responsibility for maintaining operations at the site level, aligning AHS, NFS and site priorities with the delivery of…
Added 1 hour ago
E
Care & Support Representative (Temporary Contract)
Engaged
Remote, Canada
- $18 to $23 CAD / hour
- Full-time
- Remote
Escalate crisis situations in a prompt and caring manner to the Care & Support Lead, Local Relationship Manager, Regional Director, and/or third-party mental health services
Added 1 hour ago
NF
Sales Team Manager - Calgary
Neilson Financial Services
Calgary, AB
- Full-time
…the USA, Canada, Ireland, and Australia in addition to our UK…
Added 2 hours ago
G
Camp Facility Manager
GoodWork.ca
Big Trout Lake, ON
- Full-time
Reporting to the Board of Directors and working closely with the Administrative Manager, the Camp Facility Manager oversees all aspects of camp operations including facilities maintenance,…
Added 2 hours ago
CO
Maintenance Technician I
City of Greater Sudbury
Sudbury, ON · Greater Sudbury, ON
- Full-time
Characteristic: Under the general supervision of the Maintenance Supervisor and Manager of Maintenance Services.
Added 2 hours ago
KG
Property Manager (Oakville)
Kipling Group
Toronto, ON
- Full-time
…and Edmonton. Kipling provides integrated property management services across industrial, retail, office, and multi-family real estate, delivering disciplined operations, strong financial…
Added 2 hours ago
KG
Building Maintenance Technician (Toronto)
Kipling Group
Toronto, ON
- Full-time
…and Edmonton. Kipling provides integrated property management services across industrial, retail, office, and multi-family real estate, delivering disciplined operations, strong financial…
Added 2 hours ago
OT
Restaurant Assistant Manager
One Therapy Network
Revelstoke, BC
- Full-time
The Assistant Manager works with the Manager to supervise overall shift and daily operations. This includes operating the restaurant according to A&W Standards, WorkSafeBC, and…
Added 2 hours ago
RP
Counter Sales Representative
Reliable Parts Ltd.
Calgary, AB
- Full-time
…retail spaces. We pride ourselves on the exceptional products, services, and value we add to the appliance parts service and repair…
Added 2 hours ago
VF
Facility Operator
Vivo for Healthier Generations
Calgary, AB
- Full-time
…augers, pumps, and floor cleaning machinery to support facility…
Added 2 hours ago
C
Consulting Manager-Scrum Master, Life Sciences w/ Manufacturing exp. Consulting
Cognizant
Halifax, NS
- Full-time
Level: Manager/ Location: Halifax (Work Model: Hybrid)

Air Canada

Operations Manager - Contact Centres

Dorval, QC, Canada

Full-time

Apply About employer

Applications open in a new tab.

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.

Apply About employer

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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