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CAA Club Group

Supervisor Travel Call Centre

Thornhill, ON, L3T 7P9, Canada

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Job details

Posting language: English
Posted: Nov 3, 2026

Original job description

About Us

At CAA Club Group, we are passionate about keeping our Members safe - whether they are on the road, at home, or travelling abroad. As a trusted Member-based organization, we provide products and services that are essential to Members’ safety and peace of mind. With over 2.6 million Members across Ontario and Manitoba, we advocate on issues such road safety and infrastructure, the environment, seniors’ mobility, and consumer protection. Associates share in each other’s successes, drive change and support each other while cultivating a great working environment to deliver on what is best for our Members. CAA Travel is a member of the CAA Club Group of Companies.

Who we are

Are you ready to join an award-winning, purpose-driven culture? Welcome to the CAA Club Group of Companies (CCG), where purpose leads to passion!

At CCG, we are committed to delivering an exceptional Associate experience. We offer:

Work-life harmony with access to an award-winning holistic wellness program,
Continuous learning through our robust corporate curriculum and education reimbursement program,
Incredible rewards, travel incentives, and product and service discounts,
Pay-for-performance and best-in-class recognition programs, and
Competitive benefits that include a defined contribution plan, personal spending account, and so much more.

Join our growing team where everyone belongs!

Position Details

What You Will Do:

Provide direction to the team to ensure they meet and exceed performance expectations
Provide ongoing feedback to Associates regarding accountabilities, performance and quality
Identify development opportunities of the team and actively execute development plans
Deal with escalated customer issues empathetically and quickly, always looking for resolution and leading by example
Act as a Subject Matter Expert on CAA Travel products, services, and systems the team uses
Ensures that team is following compliance, regulatory standards, and policies
Support changes to operation and strategic initiatives through team engagement
Participate in projects as required

Who You Are:

Post secondary diploma/degree or equivalent combination of education and work experience. Travel diploma preferred.
2-5 years’ experience in the Travel Industry
1-2 years call center leadership experience, preferably in the Travel industry
Familiarity of Travel technical systems – IE: Sabre
Strong analytical skills with a high attention to detail

Available to work within the Travel Call Centre operating hours:

Monday – Friday 8:30am - 8:00pm

Saturday – Sunday 9:00am - 4:30 pm

Please note internal applicants are asked to formally express their interest by applying online no later than 10 business days of position being posted.

Our Commitment

We are an equal opportunity employer and are committed to providing employment accommodation in accordance with all applicable Provincial Human Rights and Accessibility Legislation. CCG will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require an accommodation, please notify us and we will work with you to meet your needs.

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More about this job

Responsibilities

Lead and develop the Travel Call Centre team by setting performance expectations, providing feedback, and executing development plans. Resolve escalated customer issues, serve as a subject matter expert on CAA Travel products and systems, and support compliance, operational changes, and strategic initiatives.

Requirements

A post-secondary diploma or degree, or equivalent education and experience, is required; a travel diploma is preferred. Candidates should have 2–5 years of travel industry experience, 1–2 years of call centre leadership experience (preferably in travel), familiarity with travel systems such as Sabre, and strong analytical skills and attention to detail.

Skills

Team Leadership
Performance Management
Coaching And Feedback
Associate Development
Customer Issue Resolution
Empathy
Travel Product Knowledge
Travel Services Knowledge
Travel Systems Knowledge
Compliance
Regulatory Standards
Analytical Skills
Attention To Detail
Change Management
Team Engagement
Project Participation

Benefits

Holistic Wellness Program
Education Reimbursement
Travel Incentives
Product And Service Discounts
Performance-Based Recognition Programs
Defined Contribution Plan
Personal Spending Account

Visa sponsorship

Not detected in the job text

Keywords

CAA Travel
Travel Call Centre
Call Centre Leadership
Travel Industry
Travel Diploma
Sabre
Travel Technical Systems
Team Performance
Performance Expectations
Associate Feedback
Quality
Development Plans
Escalated Customer Issues
Customer Issue Resolution
Travel Products
Travel Services
Compliance
Regulatory Standards
Operational Changes
Strategic Initiatives
Team Engagement
Analytical Skills
Attention To Detail
Project Participation

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