Call Centre Supervisor in Winnipeg

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.