Customer Contact Centre, Training & Standards Advisor

Our airline is passionate about our mission to meaningfully improve the lives of our people, our customers, and the communities we serve.

When you join Canadian North, you are joining a team of highly experienced, dedicated, and caring aviation professionals. We provide essential passenger and cargo services to 25 communities within Nunavut, Nunavik and the Northwest Territories, as well as Southern hubs in Ottawa, Montreal and Edmonton.

Learn more at canadiannorth.com

Customer Contact Centre, Training & Standards Advisor Ref. # C648123

Position(s) Available: 1 (Full Time)

Closes: 2023/04/05

Location: Calgary (Hybrid)

Other Details: Reporting to Senior Manager, Customer Contact

Level: Non-Bargaining

Benefits:
Benefits vary by position. All Canadian North employees are eligible for:

Health, Dental, and Wellness benefits

Free/reduced rate flight & cargo privileges

Retirement plan

Referral program

Duties and Responsibilities

Interested candidates should be able to perform the following duties and responsibilities:

Responsible for all design and delivery elements of Customer Contact Center and Support Team initial and recurrent training programs with a focus on continuous improvement;

Conduct Audits as required and review findings and observations to ensure training programs are effective and SOP’s are maintained;

Maintain all CCC training program material in accordance with all internal and applicable external standards, policies, procedures and regulatory requirements and update as necessary to ensure compliance;

Work closely with the Comm Ops Training team to ensure a cohesive product is being delivered across the network as well as to contribute CCC and Iniksaliurvik resource material for internal use and for the purpose of manual revisions;

Act as a SME and cross-functional stakeholder on behalf of the CCC and provide testing and documentation support for new enhancements and initiatives;

Responsible for the maintenance of knowledge management resources in support of training programs and day-to-day operations;

Participate in the implementation, monitoring and standardization of existing and new training and standards;

Provide troubleshooting support for CCC Leadership and support teams as required;

Design and Compile audit reporting to evaluate training strategy and outcomes;

Travel to required locations to deliver training;

Other duties as assigned.

Skills and Qualifications

Include, but not limited to, the following minimum skills and qualifications:

High School diploma or equivalent related work experience;

Three (3) years of previous experience;

Expert knowledge in company policies, procedures and tariffs;

Previous training program design and delivery experience;

Excellent organizational, decision making and prioritizing skills;

Strong process and procedural skills, written and verbal;

Knowledge of Microsoft Office Programs;

Superior operating knowledge of Sabre;

Excellent written and verbal communication skills;

Strong capability to create and deliver presentations to a senior leadership audience;

Ability to travel

Ability to communicate in Inuktut a definite asset;

Ability to obtain and retain an Airport Restricted Area Pass in accordance with the Airport Restricted Area Access Clearance Program regulated by Transport Canada.

Apply in writing with a cover letter and résumé to:
Canadian North Human Resources Department

Email: [email protected]

Fax: 613-254-6280

Internal and External candidates will be interviewed simultaneously. Only successful candidates will be contacted for interviews. Canadian North is committed to employment equity.

This advisory was posted on March 29, 2023.

Equal Opportunity Employment

Canadian North is an equal opportunity employer. Members of designated groups (Inuit, First Nations, Métis, Women, Visible Minorities, and People with Disabilities) are encouraged to apply and self-identify.

About Us

Canadian North is 100% Inuit-owned by Makivik Corporation and the Inuvialuit Development Group. We serve an incredibly small and widely dispersed customer base, which represents less than 1% of the population in Canada. Our flights enable the movement of people, food, and medicine, while providing access to crucial medical care and government services.

Nearly all of the communities we serve have no road or rail access, meaning the residents are completely dependent on air service for all aspects of life. We are uniquely equipped to meet this challenge head on with our diverse fleet of aircrafts capable of serving in varied environments from snow to ice to gravel.

One-third of the Canadian North team live and work in the Arctic with around 200 Inuit contributing to all areas of our organization, including as board members and senior leadership.

Our mission is to meaningfully improve the lives of our people, our customers, and the communities we serve. Our vision is to be respected within Canada’s North as a dynamic and caring airline, diversifying to serve other geographies and markets by leveraging our skills and resources. Our values are safety, integrity, teamwork, innovation, service excellence, community, and respect.