Call Centre Supervisor

Job Description:

Position SummaryReporting 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 CharacteristicsStrong leadership with the ability to supervise and direct other employeesHighly flexible, with the ability to respond quickly in a dynamic environmentProfessional and respectful, with a positive work attitudeTimely with a high level of commitment to on-time performance is essentialMotivated with the ability to work independently and as part of a teamEffective verbal and written communication skillsHigh level of respect, understanding and regard for First Nations communitiesAble to think critically and act logically to evaluate situations and provide sound judgmentAble to build and maintain lasting relationships with all departments, business partners and customersStrong leadership and supervisory skillsSuperior time management skills, multitasking skills and the ability to prioritize tasksHigh level of integrity, confidentiality and accountabilityStrong problem solving and analytical skillsAble to effectively train and develop personnel within their departmentAble to handle stressful situations in a calm and effective mannerCustomer Service-oriented with a commitment to exceptional serviceStrong attention to detailWilling to take initiative to make personal and organizational improvementsKey Responsibilities and AccountabilitiesProvide day-to-day supervision, direction, and operational support to Call Centre Agents handling inbound calls and the reservations inboxOversee daily call centre operations, monitoring call volumes, queues, and inbox workloads; reallocate resources and step in during peak periods to maintain service continuityProvide real-time guidance and escalation support related to reservations, irregular operations (IROPs), customer recovery, and complex inquiriesAct as a point of escalation for time-sensitive, sensitive, or high-impact customer issues, ensuring appropriate resolution, documentation, and follow-upCoordinate staffing schedules, breaks, holidays, and training coverage to ensure adequate operational resourcingMonitor agent performance through call audits, quality assurance reviews, and competency assessments; provide coaching, feedback, and corrective improvement plans as requiredSupport onboarding, training, and recurrent toolbox talks to ensure agents remain proficient in systems, policies and service standardsAssist with the preparation and administration of performance improvement plans and performance reviewsFoster a respectful, inclusive, and professional work environment that promotes engagement, accountability, and employee developmentActively engage on Microsoft Teams to respond to agent inquiries, manage escalations, and communicate operational updates in real timeComplete assigned administrative and reporting tasks in accordance with management timelines and internal controlsRemain up to date on all Perimeter products, services, systems, policies and procedures, and assist Call Centre team members with the understanding and implementation of suchResponsible and accountable for maintaining thorough knowledge of relevant Perimeter Aviation LP policies and procedures on internal control and risk management and consistently applying themEmbrace Perimeter’s culture of safety and customer satisfaction, ensuring that staff members are actively participating in the Company’s Safety Management SystemAssist and step in for department as requiredPerform additional duties as requiredMinimum Education, Experience and CertificationsHigh school diploma or General Education Degree (GED) equivalentMust be able to obtain and maintain any applicable transportation security clearances and additional authorizationsExperience using Microsoft Office Suite (Outlook, Excel, Word)Minimum one year supervisory and customer service experience preferredPost-secondary education in aviation or related program is considered an assetPrevious experience with an Airline Reservation Software System considered an asset (Amelia preferred)Indigenous and Cultural Awareness Training considered an assetWorking ConditionsPhysically able to perform all listed job dutiesTravel by aircraft and other means as required by roleVarious shifts at a fast pace in order to meet service level requirements of the airlineAble to lift and carry up to 50 lbsManual dexterity required to use desktop computer and telephone Methods and procedures described or implied in the job profile may be altered to accommodate employees.

Job Ident #: 276

Company Details

Perimeter Aviation

626 Ferry Road
Winnipeg, Manitoba R3H 0T7 Canada
www.perimeter.ca

Established in 1960 and based in Winnipeg and Thompson Manitoba, Perimeter Aviation LP has grown into a diversified airline company with more than 500+ employees, operating a fleet of 30 + aircraft in a scheduled air service to Manitoba and North Western...

Benefits:
Please inquire

Supported Manufacturers:
Bombardier, Fairchild

Supported Models:
Bombardier: Das 8 300, Dash 8 100 Fairchild: Metro III, Metro II, Merlin, Cargo Freighter

(Job and company information not to be copied, shared, scraped, or otherwise disseminated/distributed without explicit consent of JSfirm, LLC)

Job Info

Location

Winnipeg, Manitoba, Canada

Type

Permanent

Company Details

Perimeter Aviation

626 Ferry Road
Winnipeg, Manitoba R3H 0T7 Canada
www.perimeter.ca