Lead Agent

Responsibilities

• Provide technical and procedural support to agents through a coaching approach
• Support agents by answering questions and guiding procedure application
• Coordinate operational activities and support agents in daily tasks
• Handle escalations from B2C, B2B, and GDS customers
• Support mentors during training sessions for internal procedure updates
• Serve as a point of reference for agents during evenings and weekends
• Provide support to Destination Representatives, the PSS team, and the liaison team
• Work with supervisors to identify agent development and coaching needs
• Analyze files and call recordings to resolve complex situations
• Act as a technical and procedural reference for other departments

Requirements

• Minimum of one year of experience as a Contact Centre Agent
• Fluency in French and English (spoken and written)
• In-depth understanding of B2C, B2B, and GDS procedures and products
• Strong analytical and prioritization skills
• Proficiency in Microsoft Excel
• Ability to work a flexible schedule including evenings and weekends

About the Company

Transat's mission is to be the preferred airline of our customers and our team. We are dedicated to providing excellent service and offer exclusive travel privileges to our employees.