Every WestJet journey has the potential to enrich lives; a career with us is no exception.
WestJet arrived on the Canadian airline scene in 1996 and changed the industry for the better. We made air travel more affordable for Canadians and now were going global.
Join us and love where you’re going.
Overview of role
This position reports into the Senior Manager, CC Programs and works with various levels of leadership and teams across the organization to lead projects and initiatives and support the various Contact Centre teams. This role facilitates enhancement activities whilst championing and tracking progress towards a more consistent, easier and more meaningful journey for guests and our team members. The role will be responsible for leading multiple complex, cross-functional projects from concept to delivery with success being characterized by improved cost-to-serve and improved guest and employee satisfaction. The initiatives this role will lead brings together enhancements in our service offerings through people, process and technology changes.
Key Responsibilities
- Leads several complex initiative areas; the role is responsible to lead initiatives for various Contact Centre teams, and to lead actionable plans to improve performance or service offerings.
- Represent the Contact Centre business in development and implementation of new initiatives.
- Facilitates discussions with business leaders, stakeholders and external partners to clearly define initiative and project objectives and requirements.
- Responsibility for building close working relationships with partners internal and external to WestJet to represent the views of the broad Contact Centre planning and development activity
- Responsibility for leading the tracking of progress and the proof of concept of solutions prior to implementation wherever possible delivering robust corrective action plans / development plans.
- Provides detailed instructions and process documents as required.
- Utilize project management, organizational change management, continuous improvement and business analysis best practices and knowledge.
- Expertly lead end-to-end initiatives from design, measuring, analyzing and improving through to monitoring initiative outcomes to maximize Contact Centre human resource potential with the best technology and processes available.
- Responsible for the cross functional implementation of initiatives and service enhancements. Act as the product specifications representative for IT and digital related projects.
- Able to successfully manage multiple complex initiatives, projects, process improvement and work efforts simultaneously while delivering a high quality work product throughout the life cycle of each project.
- Define, establish and communicate detailed project plans and change management plans together with agreed timelines, identifying critical milestones, interdependencies and risks.
- Proactively identify and manage specific issues, risks, and conflicts and work with all stakeholders, for proper action and intervention right through to resolution, closing all loops with stakeholders.
Qualifications
- 3-6 years of Contact Centre experience to provide subject matter expertise.
- Experience mapping processes via Visio.
- Ability to identify stakeholders, understand their processes and collect business requirements independently.
- Excellent organizational abilities: time management, scheduling, managing action logs and to-do list, utilizing Microsoft Project and Teams tools.
- Intermediate experience with Microsoft Office Suite (Word, Excel, PowerPoint, Visio, Outlook, MS Project (program planners) Teams, Sharepoint).
- Excellent written and oral communication skills, listening, comprehension & interpersonal skills.
- Highly motivated, driven to succeed, passionate, persuasive, and capable of quickly establishing relationships in a virtual environment.
- Positive attitude: proven ability to handle the stress of unexpected challenges, ability to exhibit flexibility & adaptability to changing environments.
- Proven ability to work with minimal supervision.
- Ability to provide support to a team and individual leaders with a customer service mentality.
- Ability to prioritize multiple concurrent tasks with minimal direction and a high degree of accuracy/quality.
- Demonstrated ability to problem solve in a fast-paced environment and take accountability to identify, recommend and drive solutions.
- Strong technical writing skills.
- Outside the box thinking mentality and possessing the ability to take a proactive approach.
The benefits of being a WestJetter:
WestJet provides all WestJetters with a competitive total rewards package. On top of that, we offer:
- A fun and friendly culture with colleagues who work together to win
- Travel privileges for you and your family, effective from your start date
- Savings and Benefit programs that are flexible to meet your specific needs
Think we are a fit? Apply now!
About WestJet Group of Companies
Together with WestJets regional airline, WestJet Encore, we offer scheduled service to more than 100 destinations in North America, Central America, the Caribbean and Europe and to more than 175 destinations in over 20 countries through our airline partnerships.
Our Safety Promise
At WestJet, the safety and security of our people and our guests is a core value and at the heart of what we do. As safety and security is a shared responsibility, it is expected that you will use safe work practices to ensure your well-being and the safety of others.
WestJet recognizes that the use of Alcohol and Drugs can adversely impact a safe work environment and the well-being of others including guests, suppliers and the public, as well as place WestJets operations at risk. All roles that are identified as safety sensitive are required to pass a Pre-Employment Alcohol and Drug Test as per WestJets Alcohol and Drug Policy.
Our Commitment to Diversity and Inclusion
We embrace what makes us each unique, and what makes us uniquely WestJet. WestJet is committed to inclusiveness, equity, and accessibility and if you require accommodation during the selection process, please let our Talent Acquisition team know. We encourage all qualified candidates to apply. We thank all applicants for their interest in WestJet; however, only those candidates who are selected will be contacted.
For more information about everything WestJet, please visit WestJet.com.
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