The incumbent will assist Call Centre staff with product and technical questions while ensuring that high customer service standards are met and maintained.

At Transat, you will have access to

• Night bonus of $1.50/hr;
• 3 weeks vacation;
• 5 floating vacations;
• Group insurance;
• Flexible telecommuting up to 100%;
• Upon hiring, 2 airline tickets in Transat destinations and unlimited standby tickets;
• A dynamic team and a wide variety of tasks and responsibilities;
• An excellent opportunity to learn and grow in a world renowned company.

• Ensure the team of agents under his supervision is up to date on policies and procedures and promotions offered by Transat ;
• Act as change agent toward his team when modifications are required regarding policies and procedures ;
• Ensure that agents under his supervision maintain the service levels that are required and can achieve the objectives given by the leadership team;
• Meet with all team members on a regular basis to ensure continuous training and performance management ;
• Takes part in various meetings held in Transat offices on a regular basis ;
• Take part in interviews for night candidates;
• Collaborate with all departments to ensure operations run efficiently;
• Stay informed on call centers best practices ;
• Ensure the team of agents under his supervision respect the work schedule;
• Compile the necessary statistics to evaluate reservation agents on a monthly basis;
• Be one of the points of contact for system upgrades and emergency issues ;
• Available to work night shifts from Wednesday to Sunday

• Minimum of 3 years in a call centre and/or experience in the Tourism industry;
• Bilingualism (French and English – written and spoken)
• Supervisory experience, an asset.
• Holds TICO/OPC certifications
• Problem solving skills and ability to function in a fast paced environment.
• Excellent verbal and written communication skills.
• Highly organized, flexible, self-motivated and enthusiastic.
• Ability to motivate and coach staff.
• Proficient in Microsoft Office.
• Ability to work shifts and weekends.
• Systems knowledge: ININ, DATALEX, TTS.