Lead Agent (temporary 4 months)

Company Description

Want to join us?

Our mission is to be the preferred airline of our customers and our team.

Open-mindedness, concern for others, intelligence at work and, above all, a healthy dose of fun enable us to achieve great things every day. Our dedication has earned us the title of the world's best leisure airline multiple times, and we’re just getting started.

You will have the chance to enjoy exclusive travel privileges to explore the world and create unforgettable memories. You will also have the opportunity to work in a modern, inspiring environment.

Job Description

The incumbent plays a key role in ensuring smooth operations and supporting teams. Acts as a resource person, coordinates critical tasks, and contributes to the proactive resolution of operational and customer issues. Collaborates with colleagues, demonstrates adaptability to change, and is tolerant, receptive, and attentive to others and customers.

• Provide technical and procedural support to agents through a coaching approach tailored to individual needs.
• Support agents by answering their questions and guiding them to apply procedures with confidence and autonomy.
• Coordinate operational activities while actively supporting agents in their daily tasks, including taking over certain operations when needed.
• Handle escalations from B2C, B2B, and GDS customers with professionalism and efficiency.
• Support mentors during training sessions related to updates or changes in internal procedures.
• Serve as a point of reference for agents outside regular hours, including evenings and weekends.
• Provide prompt support to Destination Representatives, the PSS team, and the liaison team.
• Work closely with supervisors to identify development opportunities and coaching needs for agents.
• Analyze files and call recordings to resolve complex or problematic situations.
• Act as a technical and procedural reference for other departments within the company.

Qualifications

• Have a minimum of one year of experience as a Contact Centre Agent.
• Fluency in French and English, both spoken and written
• In-depth understanding of procedures and products offered (B2C, B2B, GDS).
• Demonstrated interest in teamwork and collaboration.
• Well-developed analytical and prioritization skills.
• Autonomy, attention to detail, and ability to perform under pressure.
• Good command of Microsoft Excel.
• Recognized for being dynamic, proactive, and resourceful.
• Ability to learn quickly in a constantly evolving environment.
• Availability to work a flexible schedule, including evenings and weekends.

Additional Information

This is a temporary 4-month position.

*A good knowledge of French is required for positions in Quebec. The incumbent will be required to communicate and collaborate frequently in English, both orally and in writing, with colleagues, customers, and other stakeholders in Quebec, the rest of Canada, and internationally.

Artificial intelligence tools are used to analyze applications, whether to sort or preselect profiles based on criteria related to job requirements. All applications are then reviewed by our recruitment team to ensure a fair and inclusive process.

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.