Customer Service Training Administrator

Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.

Accountable for producing all training schedules in accordance with operational, commercial and regulatory compliance requirements. Coordination of invoicing and accruals for monthly budget reports. Create and maintain training schedules that optimize use of classrooms, participants, and operational efficiencies. This position will primarily support IFS branch.

Responsibilities

• Participate and provide scheduling expertise during periodical training planning meetings with key stakeholders.
• Create and communicate to key stakeholders training schedules that match commercial and regulatory plans that optimize instructor, classroom, and equipment use.
• Identify schedule gaps and work with stakeholders to ensure material/resource efficiencies are in place.
• Deploy and monitor training schedules release.
• Update/modify training schedules as per operational needs on a timely basis.
• Liaise with Branch resource planners and operations to address schedule issues and ensure maximum optimization.
• Provide scheduling and compliance reports.
• Support the implementation of Air Canada’s learning management system and E-learning strategy.
• Help create, manage and enforce learning management system standards, policies and procedures.
• Maintain learning management system configuration and user interface.
• Support the creation and implementation of processes in the learning management system to automate and enable operational training requirements.
• Work with team, business partners and participants to manage enrolments and communications to participants and follow-up to ensure quality execution of training plans.
• Participate in gathering information that will support the creation of financial business cases.
• Complete invoicing, accounts payable (receivable) and monthly accruals.
• Respond to financial queries.
• Participate in the budgeting exercise to support annual operational plans for both operating, IT and capital equipment costs.
• Contribute to costs assessments and make appropriate recommendations on training schedules.
• Support the preparation of AFCs and business cases for presentation to Finance Committee as required.
• Ensure training record retention processes and document archiving are in place and applied.

Qualifications

• Project Management skills and experience.
• Sound knowledge and proficiency with MS Office Suite (Word, Excel, Powerpoint (required) and Teams (asset).
• Excellent interpersonal and communication skills (written and verbal).
• Strong leadership skills.
• Strong organizational skills and ability to problem solve.
• Ability to meet deadlines and work under pressure, managing multiple projects.
• Highly flexible and adaptable.
• Willingness and ability to travel.
• Budgeting experience.
• University degree an asset.
• Six Sigma GB training and PMP certification an asset.
• Operational knowledge (Airports/Contact Centre/ IFS).
• SMS/IOSA.
• CARS.
• Health & Safety.

Conditions Of Employment

Candidates must be eligible to work in the country of interest at the time any offer of employment is made and are responsible for obtaining any required work permits, visas, or other authorizations necessary for employment. Prior to their start date, candidates will also need to provide proof of their eligibility to work in the country of interest.

Linguistic Requirements

Bilingual (English and French)

Diversity and Inclusion

Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees’ unique contributions to our company’s success.

As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.

Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.