Porter Airlines is committed to delivering its signature ‘flying refined’ experience to customers across North America. Effortless travel and genuine hospitality are offered in style and comfort while restoring glamour and refinement to air travel.
Porter is proud to be an Official 4 Star Airline® in the World Airline Star Rating®.
Reporting to the Manager, Call Centre, the Supervisor, Call Centre is responsible for agent floor management remotely; and in conjunction with other departmental coordinators, for overseeing effective workflow distribution, agent responsiveness and quality assurance to deliver refined customer service. This is a hands-on role that requires exceptional interpersonal skills with the ability to lead by example and motivate fellow team members.
TASKS & TARGETS:
The Supervisor will conduct a minimum of 1 direct one-on-one conversation with each member of their team per month
The Supervisor of the Agents will take a minimum of 6-10 live front line calls per month and will also coordinate to ensure that each Lead will also take 6-10 live front line calls per shift
The Supervisor will listen and provide feedback to both a live and recorded call of a different Agent and/or Lead per shift
The Supervisor will directly handle level 2 customer escalations whenever support is requested by a Lead
BEHAVIOURAL COMPETENCIES:
Professionalism: Dealing with high touch executive inquiries and escalations
Maintain confidentiality at all times: In this role you will have access to sensitive information
Excel and PPT: Spreadsheets and Presentations are part of the role. You will need to be very proficient in both.
Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.
Teamwork: Working collaboratively with others to achieve organizational goals.
Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers).
Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.
Results Focus: Focusing efforts on achieving high quality results consistent with the organization’s standards.
Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.
TRAINING:
Successful candidates will be enrolled in a virtual training program during their onboard period into the role, with all required computer equipment provided in advance of the effective start date.
QUALIFICATIONS:
Proficient in all Google Office products including GMail
Proficient in Excel and other MS products
Positive customer-focused attitude, excellent organizational skills and attention to detail
Strong written and verbal communication skills and grammatical accuracy is a must
Ability to maintain concentration and work effectively within a fast-paced, open-concept environment
Superior relationship management practices with internal and external customers
Mandatory COVID-19 vaccination
WORKPLACE REQUIREMENTS:
Must have a work area designated at your residence that is in a private and quiet area away from others in your residence and without noise and visible distractions including desk, chair and appropriate hard wired high speed internet connection