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Added 8 mins ago
PS
Senior Security Consultant ( Analyst)
Prodata Systems
ON · Regional Municipality of York, ON
- Full-time
…limited to the analysis, the design, the implementation and the support of Security based…
Added 8 mins ago
J
Chief Solution Architect (Pre-sales, AI + Data Transformation)
Jobgether
Canada
- Full-time
We are looking for an experienced technology leader to drive strategic pre-sales initiatives and shape complex data, cloud, and AI transformation opportunities. In this role, you will work…
Added 8 mins ago
TI
Tech Support Representative
telMAX Inc.
Markham, ON
- $40,000 to $45,000 CAD / year
- Full-time
Reporting to the Customer Service Team Lead, the Tech Support Representative is dedicated to assisting customers with inquiries, concerns, complaints, or any issues related to our products…
Added 24 mins 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 24 mins ago
Pigment Delivery Director
Clearsulting
Canada
Mentor, coach, and develop consultants by providing technical guidance, reviewing work products, and supporting career development.
Added 38 mins ago
AI
Soumissionnaire - Bidder
ACCÈS INDUSTRIEL INC
Rouyn-Noranda, QC
- Full-time
Coordinate with operations and suppliers to obtain pricing and technical information.
Added 38 mins ago
HT
PD Software for Service
Husky Technologies
Bolton, ON
- Full-time
…attracted to bold goals, believe in uncompromising honesty, support mutual respect, care about environmental responsibility, have a passion for excellence and a desire to make a positive…
Added 38 mins ago
HT
PD Service - Mechanical
Husky Technologies
Bolton, ON
- Full-time
…attracted to bold goals, believe in uncompromising honesty, support mutual respect, care about environmental responsibility, have a passion for excellence and a desire to make a positive…
Added 38 mins ago
HT
Engineering Team Leader (PET HR)
Husky Technologies
Bolton, ON
- Full-time
…attracted to bold goals, believe in uncompromising honesty, support mutual respect, care about environmental responsibility, have a passion for excellence and a desire to make a positive…
Added 38 mins 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 39 mins ago
HS
CA EST
Henry Schein Canada
AB · Edmonton, AB
- Full-time
Your favorite words are: Equipment Repair, Preventative maintenance, dental equipment, troubleshooting, customer service, technical support
Added 39 mins ago
FS
Contracts Specialist
Fidus Systems
Remote, Canada
- Full-time
- Remote
Provide support in ensuring employment agreements are legally compliant across relevant jurisdictions in North America.
Added 1 hour ago
VB
Senior Accountant
Vaco by Highspring
Woodbridge, ON
- $85,000 to $95,000 CAD / year
- Part-time
Manage government and statutory compliance filings, including sales tax (HST) and local regulatory submissions.
Added 1 hour ago
FS
Contracts Specialist
Fidus Systems
Canada
- Full-time
Provide support in ensuring employment agreements are legally compliant across relevant jurisdictions in North America.
Added 1 hour ago
S
Software Engineering SMTS
Salesforce
Toronto, ON · Canada - Toronto
- Full-time
When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so…
Added 1 hour ago
AC
Operations Manager - Contact Centres
Air Canada
Dorval, QC
- Full-time
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.…
Added 1 hour ago
B
Community Residential Manager
Boardwalk
Calgary, AB
- Full-time
…passionate about the same. If you have previous customer service, sales, or property management experience, we’d love to hear from…
Added 1 hour ago
L
Educator | Rideau Centre
lululemon
Ottawa, ON
- Full-time
…running, training, and other athletic pursuits. Setting the bar in technical fabrics and functional design, we create transformational products and experiences that support people in…
Added 1 hour ago
RH
Inside Sales Administrator
Robert Half
Calgary, AB
- Full-time
We are seeking an Inside Sales Administrator to support a team of around 10 people with their administrative and operational follow‑up. This is a high‑volume, fast‑paced role at the…
Added 1 hour ago
IR
Digital Account Manager (Freelance)
Idea Rebel
Montreal, QC · Urban agglomeration of Montreal, QC
- Full-time
…involves relationship-building and working alongside internal sales reps to manage and grow your clients’ business. As the primary point of contact for clients, you will be instrumental in…
Added 1 hour ago
MN
Client Data Analyst II
Mosaic North America
Toronto, ON
- Full-time
…make data-driven decisions that allow Mosaic to achieve its sales and marketing objectives and quickly adapt tactics. The analyst will play a key role in evolving, leading, and growing the…
Added 1 hour ago
B
Forward Deployed Engineer
Baseten
Toronto, ON
- $165,000 to $330,000 USD / year
- Full-time
…development that also includes aspects of product management, technical customer success, and pre-sales solution engineering mixed…
Added 1 hour ago
MN
Client Data Analyst II
Mosaic North America
Mississauga, ON
- Full-time
…make data-driven decisions that allow Mosaic to achieve its sales and marketing objectives and quickly adapt tactics. The analyst will play a key role in evolving, leading, and growing the…
Added 1 hour ago
DB
Alterations Specialist
David's Bridal
Langley (District), BC · City of Langley, BC
- $21.55 to $23.9 CAD / hour
- Full-time
…is responsible for exemplifying friendly, knowledgeable, and technical expertise and providing superior customer service. Alterations Specialists are members of the store team and…
Added 1 hour ago
Director, Product Taxation
The Canada Life Assurance Company
Winnipeg, MB · London, ON · Toronto, ON
…legislation, regulations, court cases, changes to tax treaties, technical interpretations and administrative positions of the CRA or Revenu Québec, and federal and provincial income tax,…

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.

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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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