Be part of the journey!

Come aboard a committed and human company that needs you!

Why should you join our team? We offer the pride of working for a local company with an international reach, with professionals who are passionate about travel! You will evolve in a stimulating telecommuting environment where team cohesion is paramount. And of course, you will take advantage of our travel benefits to discover our destinations on board the best leisure airline in North America!

- 5 floating vacations;

- Group insurance;

- Flexible telecommuting up to 100%;

- Upon hiring, 2 airline tickets to Transat destinations and unlimited standby tickets;

- A dynamic team and a wide variety of tasks and responsibilities;

- The opportunity to grow in a world renowned company.

The incumbent is responsible for implementing innovative approaches to improve contact center performance, including the call center, social media, operational support and customer relations.  The Director will be responsible for leading our teams in 3 areas: Continuous Improvement, Workforce Management and Business Systems.

• Assume a leadership role in contact centers evolution projects;
• Define the roadmap for innovation and optimization of contact centers;
• Improve and develop multi-channel services (telephony, email, social media, etc.) offered to customers;
• Collaborate in the evolution of key enterprise systems (SalesForce, TTS, CCAP, Radixx) used by contact centers;
• Overview the workforce management team responsible of the various contact centers areas;
• Ensure continuous improvement of customer service delivery, support and practices in order to adapt to customers needs;
• Evaluate contact center performance and propose changes to improve efficiency;
• Accompany and advise contact centers in the analysis and realization of various mandates.

• Bachelor's degree in administration or university degree in a relevant field and/or relevant experience;
• More than 10 years of experience in a contact center environment;
• Demonstrated experience in the implementation and execution of large-scale continuous improvement projects;
• In-depth knowledge of continuous improvement methodologies such as Six Sigma, Lean, Kaizen, etc;
• Ability to analyze existing processes, identify improvement opportunities and propose concrete solutions;
• Excellent communication skills;
• Results-oriented, with a constant focus on operational efficiency and customer satisfaction;
• Team player and ability to collaborate effectively with different hierarchical levels and departments;
• Ability to adapt to change and promote a culture of continuous improvement within the organization;
• Demonstrate strong leadership skills to mobilize the team;
• Bilingual (spoken/written) French and English.

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Employment Equity

At Transat, we foster an environment where inclusiveness, respect and equity reign. We endeavour to build a workforce that reflects the diversity of our customers as well as the communities to which we travel. We encourage women, members of visible minorities, ethnic minorities, aboriginal peoples as well as people with disabilities to submit their candidacy. Transat will accommodate people with disabilities throughout the recruitment and selection process. If you require an accommodation, please contact us in order to work together in meeting adequately your needs. To facilitate the reading of this document, the masculine form has been retained.