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The Talent Team at Perimeter Aviation

Call Centre Supervisor

Winnipeg, MB, Canada

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Job details

Posting language: English
Posted: Oct 29, 2026

Original job description

Established in 1960, Perimeter Aviation LP is a diversified company that is a subsidiary of the Exchange Income Corporation which has recently grown through the merger with Bearskin Airlines. With approximately 900 employees, we operate a fleet of 45+ aircraft including the Metro 2, 3, 23, Merlin and Dash 8 aircraft. We are based in Winnipeg and Thompson, Manitoba as well as Sioux Lookout, Timmins, Thunder Bay, and Toronto Ontario. We provide scheduled passenger and freight services to Northern Manitoba and Northern Ontario, 24/7 North American charter services, Medical evacuation services and a full-service maintenance facility including design engineering, NDT, and Garrett turbine engine services.

We are a Canadian company, proudly building a diverse workforce that is driven by a shared sense of community, customer service and a dedication to safety. We’re fostering a culture where our employees will feel proud of the work they do and the company they work for. We seek employees with a positive attitude in providing excellent service to the communities in our network.

Position Summary

Reporting to the Winnipeg Base Manager, the Call Centre Supervisor provides day-to-day oversight and operational support to inbound Call Centre Representatives and Leads, ensuring timely, accurate and professional customer service. The role supports frontline staff with real-time guidance on reservations, disruptions and service recovery, while reinforcing service and handling standards, monitoring performance and ensuring compliance with established policies and operational requirements.

Personal Characteristics

Strong leadership with the ability to supervise and direct other employees
Highly flexible, with the ability to respond quickly in a dynamic environment
Professional and respectful, with a positive work attitude
Timely with a high level of commitment to on-time performance is essential
Motivated with the ability to work independently and as part of a team
Effective verbal and written communication skills
High level of respect, understanding and regard for First Nations communities
Able to think critically and act logically to evaluate situations and provide sound judgment
Able to build and maintain lasting relationships with all departments, business partners and customers
Strong leadership and supervisory skills
Superior time management skills, multitasking skills and the ability to prioritize tasks
High level of integrity, confidentiality and accountability
Strong problem solving and analytical skills
Able to effectively train and develop personnel within their department
Able to handle stressful situations in a calm and effective manner
Customer Service-oriented with a commitment to exceptional service
Strong attention to detail
Willing to take initiative to make personal and organizational improvements

Key Responsibilities and Accountabilities

Provide day-to-day supervision, direction, and operational support to Call Centre Agents handling inbound calls and the reservations inbox
Oversee daily call centre operations, monitoring call volumes, queues, and inbox workloads; reallocate resources and step in during peak periods to maintain service continuity
Provide real-time guidance and escalation support related to reservations, irregular operations (IROPs), customer recovery, and complex inquiries
Act as a point of escalation for time-sensitive, sensitive, or high-impact customer issues, ensuring appropriate resolution, documentation, and follow-up
Coordinate staffing schedules, breaks, holidays, and training coverage to ensure adequate operational resourcing
Monitor agent performance through call audits, quality assurance reviews, and competency assessments; provide coaching, feedback, and corrective improvement plans as required
Support onboarding, training, and recurrent toolbox talks to ensure agents remain proficient in systems, policies and service standards
Assist with the preparation and administration of performance improvement plans and performance reviews
Foster a respectful, inclusive, and professional work environment that promotes engagement, accountability, and employee development
Actively engage on Microsoft Teams to respond to agent inquiries, manage escalations, and communicate operational updates in real time
Complete assigned administrative and reporting tasks in accordance with management timelines and internal controls
Remain up to date on all Perimeter products, services, systems, policies and procedures, and assist Call Centre team members with the understanding and implementation of such
Responsible and accountable for maintaining thorough knowledge of relevant Perimeter Aviation LP policies and procedures on internal control and risk management and consistently applying them
Embrace Perimeter’s culture of safety and customer satisfaction, ensuring that staff members are actively participating in the Company’s Safety Management System
Assist and step in for department as required
Perform additional duties as required

Minimum Education, Experience and Certifications

High school diploma or General Education Degree (GED) equivalent
Must be able to obtain and maintain any applicable transportation security clearances and additional authorizations
Experience using Microsoft Office Suite (Outlook, Excel, Word)
Minimum one year supervisory and customer service experience preferred
Post-secondary education in aviation or related program is considered an asset
Previous experience with an Airline Reservation Software System considered an asset (Amelia preferred)
Indigenous and Cultural Awareness Training considered an asset

Working Conditions

Physically able to perform all listed job duties
Travel by aircraft and other means as required by role
Various shifts at a fast pace in order to meet service level requirements of the airline
Able to lift and carry up to 50 lbs
Manual dexterity required to use desktop computer and telephone

Methods and procedures described or implied in the job profile may be altered to accommodate employees.

Perimeter Aviation’s hiring policy is to recruit and select the best applicant for employment solely on the basis of their qualifications for the position. Perimeter Aviation LP does not discriminate against applicants based on race, national or ethnic origin, colour, religion, age, sex, sexual orientation, marital status, family status, disability or a conviction for which a pardon has been granted.

We thank all candidates for their interest in the position; however only those selected for an interview will be contacted.

Applicants will be reviewed on a rolling basis which may result in an earlier application deadline.

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More about this job

Responsibilities

The Call Centre Supervisor provides daily operational oversight and support to inbound agents to ensure professional customer service and efficient call handling. They are responsible for monitoring performance, managing escalations, coordinating schedules, and fostering a culture of safety and engagement.

Requirements

Candidates must have a high school diploma or GED and at least one year of supervisory and customer service experience. Proficiency in Microsoft Office and the ability to obtain transportation security clearances are required.

Skills

Leadership
Supervisory skills
Customer service
Problem solving
Analytical skills
Time management
Multitasking
Communication skills
Conflict resolution
Performance management
Staff training
Microsoft Office Suite
Aviation reservation software
Attention to detail
Critical thinking
Safety management

Visa sponsorship

Not detected in the job text

Keywords

Call Centre
Supervision
Aviation
Customer Service
Operations Management
Microsoft Office
Amelia
Safety Management System
Performance Reviews
Quality Assurance
Staff Scheduling
Escalation Management
First Nations Cultural Awareness
Logistics
Transportation
Reservation Systems
Team Leadership
Coaching
Onboarding
Reporting

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