Holiday collections up to 30% off

About us
Corporate
About us
Airline partners
Careers
Contact us
Testimonials
Privacy policy
Press releases
Sunwing Airlines
Holiday extras
Airport parking
Gift certificates
Group travel
Kids stay free
Our awards
Seat selection
Short or long stay
Star rating
Sunwing premium package
Worry Free Vacation Security Plan
 

Explore your destination

Aruba Aruba travel guide
Bahamas Bahamas travel guide
Barbados Barbados travel guide
Barbados Belize travel guide
Canada Canada travel guide
Costa Rica Costa Rica travel guide
Cuba Cuba travel guide
Curacao Curacao travel guide
Dominican Republic Dominican Republic travel guide
England travel guide
France travel guide
Grenada travel guide
Holland travel guide
Honduras travel guide
Jamaica travel guide
Italy travel guide
Mexico travel guide
Panama travel guide
Portugal travel guide
San Juan San Juan travel guide
Scotland Scotland travel guide
Spain Spain travel guide
St.Lucia St.Lucia travel guide
St. Maarten St. Maarten travel guide
United States United States travel guide
Venezuela Venezuela travel guide
 

Last minute travel deals

Vacation dealsHotel deals
Cheap flightsDeparture cities
Hotel brandType of vacation
Travel partners
Select your vacation city
Aruba Aruba vacations
Bahamas Bahamas vacations
  Nassau vacations
  Grand Bahama vacations
Barbados Barbados vacations
Belize Belize vacations
Costa Rica Costa Rica vacations
  Liberia
  San Jose
Cuba Cuba vacations
  Camaguey/Santa Lucia vacations
  Cayo Coco vacations
  Cayo Largo vacations
  Cayo Santa Maria vacations
  Cienfuegos vacations
  Havana vacations
  Holguin vacations
  Manzanillo de Cuba vacations
  Santiago de Cuba vacations
  Varadero vacations
Curacao Curacao vacations
Dominican Republic Dominican Republic vacations
  La Romana vacations
  Puerto Plata vacations
  Punta Cana vacations
  Samana vacations
  Santo Domingo vacations
England vacations
  London vacations
France vacations
  Paris vacations
Grenada Grenada vacations
Honduras vacations
  La Ceiba vacations
  Roatan vacations
Holland vacations
  Amsterdam vacations
Jamaica Jamaica vacations
Italy vacations
  Rome vacations
  Venice vacations
  Florence vacations
Mexico vacations
  Acapulco vacations
  Cancun vacations
  Cozumel vacations
  Huatulco vacations
  Ixtapa-Zihuatanejo vacations
  Los Cabos vacations
  Manzanillo vacations
  Mazatlan vacations
  Michoacan vacations
  Puerto Escondido vacations
  Puerto Vallarta vacations
  Riviera Cancun vacations
  Riviera Maya vacations
  Riviera Nayarit vacations
  Yucatan vacations
San Juan Panama vacations
Portugal vacations
  Lisbon vacations
  Porto vacations
San Juan San Juan vacations
Scotland vacations
  Glasgow vacations
Spain vacations
  Barcelona vacations
St.Lucia St. Lucia vacations
St. Maarten St. Maarten vacations
United States United States vacations
 

Fort Lauderdale | Miami | Florida Key vacations

  Fort Myers vacations
  Las Vegas vacations
  Orlando vacations
  St.Petersburg | Clearwater vacations
Venezuela Venezuela vacations
 

Margarita Island vacations

 


Careers
Supervisor, Sales Centre
Location
Toronto, ON
Description
- Ability to work a variety of shifts based on business needs to support all hours of operation
- Success, development and performance management of assigned Team including, but not limited to, coaching, constructive support and disciplinary action as required
- Support, and provide direction, for Team management approach of Supervisory functions for entire Sales Centre; responsible for ensuring all Agents are understanding processes and procedures and they are supported accordingly to ensure corrective action
- Day to day support and management of a positive, service & sales oriented environment
- Responsible for all aspects of performance management of assigned team including, but not limited to, meeting objectives, compliance to attendance, punctuality and company policies; disciplinary actions; recommendations for employment termination if required
- Responsible for maintaining records related to (individual) assigned team’s performance
- Resolve escalated employee, client, partner and customer issues as required, on a timely basis
- Develop, maintain and provide superior service to preferred travel agent partners to handle and resolve escalated issues within a timely manner (24 hour standard)
- Ensure all centre queues are staffed accordingly
- Provide guidance, direction and demonstration to resolve situations and issues that have been escalated by internal or external clients. Provide accurate answers to policies and procedures
- Coordinate with various internal departments to assist in Customer Resolution and support of “extra mile” protocol
- Set a lead by example approach, attitude and demeanour at all times
- Responsible for all aspects of Real Time Queue Management; ensuring assigned team is productive
- Highlight opportunities/deficiencies through the review of call centre metrics daily to ensure adherence to service standards; make adjustments and recommendations as required/directed by departmental management
- Able to work with discretion and in a confidential capacity due to the sensitive nature of role
- All required reports/documents will be prepared with care, attention to detail, accuracy and timeliness on a daily (or as required) basis
- Suggest improvements to departmental/operational processes
- Responsible and accountable for recruitment assistance and hiring. Responsible for working in conjunction with training department to facilitate training of new agents and may actively train associates when necessary
- Responsible for preparing/administering and communicating Department Key Performance Indicators including, but not limited to, Phone Service Level Reports, Sales Report, Agent Reports and other departmental/ operational ad hoc reports as required
- Assist with queue support through call handling; including help line and front line queue support when excessive volume is occurring or as directed by a Supervisor
- Other duties as assigned by your Manager to assist business needs and personal development
Minimum Requirements
- 2 years’ experience as a Supervisor or Team Lead in a Contact Centre
- Travel industry experience required
- Excellent communication skills, both verbal and written
- Excellent sales, customer service and leadership skills
Other Information
At Sunwing we want to fly higher when it comes to employment equity. We, therefore, encourage applications from Aboriginal peoples, women, members of a visible minority and persons with a disability.
Apply for this Position
If you are interested in this opportunity, please submit your resume and cover letter to the Human Resources department by e-mail to hr@sunwing.ca. Only qualified candidates will be contacted for an interview. Thank you for your interest in Sunwing Travel Group, no phone calls please.
Posted Date 9/May/2013 Closing Date 23/May/2013