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Added 3 mins ago
Project Manager I
City of Vancouver
Vancouver, BC
The Project Manager manages multiple Level 1 and Level 2 (small/medium size) projects, programs and initiatives, or events, as defined by the Street Lighting, Traffic signals and Electrical…
Added 1 hour ago
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Strategic A&E Consultant Manager - Canada
Gallagher
Montreal, QC · Greater Montreal Metropolitan Area
- Full-time
…entrepreneurial in spirit, complex, challenging, and ever changing. With operations in the USA, Canada, New Zealand, Australia, Asia, Africa, the UK and Europe and exports to over 140…
Added 1 hour ago
AE
Product Guide - Seasonal
Arc'teryx Equipment
Halton Hills, ON
- Full-time
Delivering a best-in-class brand experience to our guests through sharing technical product knowledge and supporting with problem solving
Added 1 hour ago
WC
PT Pharmacy Assistant
Walmart Canada
Maple Ridge, BC
- Full-time
Position Summary...The Pharmacy Assistant assists the Pharmacist in the technical aspects of prescription filling and administrative duties in order to increase the Pharmacist's opportunity…
Added 1 hour ago
CO
Lead Hand/Winter Equipment Operator
City of Greater Sudbury
Sudbury, ON · Greater Sudbury, ON
- Internship
…participate in the recruitment process you must advise the Hiring…
Added 1 hour ago
O
Sr. Software Developer
OpenText
Richmond Hill, ON
- Full-time
The Senior Software Developer is a hands-on technical contributor and emerging technical lead who designs, develops, and supports Java and Spring Boot microservices running on Google Cloud…
Added 1 hour ago
RD
Technical Project Manager - AI
Randstad Digital
Montreal, QC · Greater Montreal Metropolitan Area
- $70 to $90 CAD / hour
- Contract
A top-tier financial institution is seeking an accomplished Senior Technical Project Manager to orchestrate high-impact technology initiatives across enterprise data platforms, financial…
Added 1 hour ago
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RQ11741 - Product Manager - Senior
Maarut
Toronto, ON
- Contract
Product Manager guides discovery, defines product outcomes, manages the
Added 1 hour ago
AB
Engineering Manager Structural Bridge
Algonquin Bridge
Thorndale, ON
- Full-time
The Engineering Manager leads Algonquin Bridge’s engineering function, combining hands-on structural design and professional practice (including reviewing, sealing/stamping, and issuing…
Added 1 hour ago
TS
Project Manager
TalentSphere Staffing Solutions
Toronto, ON
- Full-time
Project Manager – High-Rise Residential Construction
Added 1 hour ago
RI
Project Engineer II / Senior Project Engineer - CCPP
RVN Inc.
Calgary, AB
- Full-time
Support the Project Manager in planning and running technical operations on assigned projects
Added 1 hour ago
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Senior HSEQ Advisor
Sedgman
Vancouver, BC
- Full-time
…from tender and project establishment through to execution and…
Added 1 hour ago
A
Project Manager
Affinity
Vancouver, BC
- Contract
The Project Manager will work closely with HR, Finance, Technology, business stakeholders, other Project Managers, and a certified Workday Services partner. This is a highly…
Added 1 hour ago
DA
Sales Engineer
DART Aerospace
Kirkland, QC
- Full-time
Build technical credibility with customer engineering, operations and procurement teams.
Added 1 hour ago
AI
Service Delivery Manager - Bilingual
Apptoza Inc.
Montreal, QC
- Full-time
Manage end-to-end Azure Cloud Infrastructure operations, including Incident, Change, Problem, and Service Request Management.
Added 1 hour ago
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Lead Product Manager, Agent Runtime & Evals
Jobgether
Canada
- Full-time
…the agent runtime and evaluation infrastructure, enabling non-technical professionals to turn business needs into reliable, governed automations. You will define the product vision and…
Added 1 hour ago
RI
Associate Product Manager (Accounting)
Remarcable, Inc.
Remote, Canada
- $90,000 to $120,000 CAD / year
- Full-time
- Remote
2-4 years of experience as an Associate Product Manager, Product Analyst, Business Systems Analyst, or in a technical solutions/implementation role within a B2B SaaS environment.
Added 2 hours ago
Senior Manager, Delivery Portfolio Management (OneStream)
Clearsulting
Canada
Collaborate with technical, functional, and cross-practice teams to deliver integrated Finance Transformation solutions and successful client outcomes.
Added 2 hours ago
HT
Manager, Internal Controls
Husky Technologies
Bolton, ON
- Full-time
Working with Internal Audit and the global Finance and Operations teams, the Manager, Internal Controls will play a critical role in Husky’s global financial reporting. This includes the…
Added 2 hours ago
SH
Energy Management Coordinator
Shared Health-Soins Communs
Winnipeg, MB
- Full-time
Completion of a formal and accredited training program in energy management (e.g. Association of Energy Engineers Certified Energy Manager “CEM” designation) preferred.
Added 2 hours ago
C
Senior Manager, Delivery Portfolio Management (OneStream)
Clearsulting
Toronto, ON
- Full-time
…team consists of finance specialists that bring experience and technical capabilities across the spectrum of finance, including financial close, digital reporting, risk advisory, treasury…
Added 2 hours ago
Q
Partner Enablement & Operations Manager
Quikr
Ottawa, ON
- Full-time
One of our clients is seeking an experienced Partner Enablement & Operations Manager to build and manage the operational framework supporting its franchise and channel partnership business.
Added 2 hours ago
Engineer
Toronto Hydro
Toronto, ON
Reporting to the Manager, Engineering, Engineering Policy and Product Change, the Engineer is responsible for providing a broad range of engineering support services to ensure the technical…
Added 2 hours ago
SPECIALIST CYBER DIPLOMACY & GOVERNANCE (BUSINESS STRATEGY & PLANNING)
City of Toronto
Toronto, ON
A key responsibility of the role is supporting the Manager in the administration and oversight of cyber security vendor agreements, ensuring compliance with contractual obligations, service…
Added 2 hours ago
VB
Senior Accountant
Vaco by Highspring
Woodbridge, ON
- $85,000 to $95,000 CAD / year
- Part-time
…corporate accounting team. Reporting directly to the GL Accounting Manager, this role is responsible for month-end close execution, financial analysis, multi-entity account reconciliations,…

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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