81-31-62

Company Description

Porter Airlines has revolutionized short-haul flying with a warm and effortless approach to hospitality, restoring glamour and refinement to air travel. Porter is an Official 4 Star Airline® in the World Airline Star Rating®.

The airline currently offers flights to Toronto, Ottawa, Montreal, Quebec City, Fredericton, Saint John, Moncton, Halifax, St. John’s, Stephenville, N.L,  Thunder Bay, Sault Ste. Marie, Sudbury, Timmins, Windsor, New York (Newark), Chicago (Midway), Boston and Washington (Dulles), and has seasonal flights to Mt. Tremblant, Que., Muskoka, Ont., and Myrtle Beach, S.C.

Job Description

TEAM : Call Centre

POSITION : Lead, Call Centre Agents (remote)

REPORTS TO : Manager, Call Centre

FUNCTION: 

Reporting to the Manager, Call Centre, the Lead, Call Centre is primarily responsible for centralized agent quality assurance and escalation support; and in conjunction with the Supervisor, Call Centre, for helping influence consistent adherence to the outlined call handling behaviors for refined customer service delivery.  The Lead, Call Centre will have proficiency in handling customer interactions within all communication channels including phone, CHAT and customer relations case handling.  This is a hands-on role that requires the ability to lead by example and positively motivate fellow team members.


TASKS & TARGETS

  • The Lead will take a minimum of 6-10 live front line calls and/or CHAT sessions per shift
  • The Lead will complete agent quality assurance evaluations and deliver written enabling feedback 
  • The Lead will directly handle level 1 customer escalations whenever support is requested by an agent
  • The Lead will support CHAT sessions as well as Customer Relations cases when required (coming soon)
  • The Lead will track escalations and inquiries from Agents (coming soon)

DUTIES AND RESPONSIBILITIES:

  • Demonstrate influential people-oriented enabling support
  • Prepare and deliver monthly quality assurance evaluations to agents 
  • Provide regular call handling guidance to agents to aid their efforts in maximizing CSAT success
  • Recognize and reward distinguished agent performance contributions
  • Monitor agent schedule adherence (login/logout, breaks, etc.) ensuring availability compliance to service level expectations, productivity and customer service requirements (KPI’s)
  • Support all communication queues when necessary as dictated by performance statistics throughout the day
  • Handle level 1 escalated customer issues without hesitation
  • Remain fully current on all operational process and procedures including policy and tariff regulations
  • Support Call Centre scheduling by reinforcing expectations surrounding agent shift bids, drops, trades, time-off and payroll updates
  • Collaborate with the Training Specialist and participate if required
  • Determine procedural needs and make recommendations to improve efficiencies and streamline workflow
  • In collaboration with the Supervisor, Call Centre, identify and resolve people management issues as they arise
  • Problem solve effectively utilizing a solutions oriented can-do approach
  • Champion change management
  • Maintain strict adherence to Porter’s Code of Business Conduct
  • Actively participate in Porter’s Safety Management System (SMS) including, reporting hazards and incidents encountered in daily operations; understand, comply and promote the Company Safety Policy
  • Any other duties as required by the Manager, Call Centre

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

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

 

 

Agent Support (escalations, tracking, via chat or phone)

55%

Quality Assurance (monitor live calls and recorded calls)

15%

Intraday Management (queues, attendance, schedule adherence)

15%

Front Line Phone Assistance (taking live calls)

15%

 

 

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