Program Manager, Contact Centre Contracts

Employment Type: Full-time Regular

City: Calgary, AB (YYC)

Posting Open Date: 09/03/2024

Posting Close Date: 09/13/2024 (Please note the posting will close at 11:59pm MST)

Why WestJet:

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 we're going global.

Join us and love where you're going.

Remote Work:

This position requires collaboration at the WestJet Campus (22 Aerial Place NE) a minimum of 3 days per week.

Position Summary: We are seeking a skilled and dynamic Program Manager to serve as the primary liaison between the Contact Centre Business Unit and its service providers. This role is crucial in ensuring seamless communication, contract management, and the successful alignment of service provider operations with our business objectives. The ideal candidate will have a strong background in contract management, performance analysis, and escalation management, with a focus on continuous improvement and risk mitigation.

Key Responsibilities

- Contract Management:

• Serve as the service provider's main contact point, developing strong and collaborative relationships, while collaborating with internal stakeholders to ensure alignment between service provider operations and company objectives.

• Conduct regular meetings with the service provider to review performance, discuss challenges, and identify opportunities for improvement.

• Coordinate and manage communication channels between the company and the service provider, ensuring smooth interactions and alignment of objectives.

- KPI/Performance Management:

• Define, track and analyze key performance indicators to measure service providers performance against established metrics.

• Analyze performance data and prepare regular reports for management, highlighting trends, achievements and areas for improvement.

- Escalation Management:

• Serve as the point of escalation for issues and concerns raised by internal stakeholders or service provider

• Collaborate with the service provider to address escalations promptly and effectively, ensuring resolution, and identify potential risks/challenges and develop mitigation strategies for business continuity of service provider operations

- Reporting:

• Develop timely and accurate reports, dashboards and presentations of key performance indicators to provide insights into service provider performance, highlighting achievements, areas for improvement and trends.

Qualifications:

• 3 - 6 years of experience in contract management and vendor management.

• University or post-secondary degree or equivalent practical experience is required.

• Proven history of stakeholder engagement.

• Intermediate project management skills.

• Strong professional communication skills, written and verbal.

• Strong interpersonal, organizational and problem-solving skills.

• Advanced level computer skills with MS Office applications.

• Knowledge of Contact Centre systems knowledge an asset.

• Airline industry knowledge and or airport operational experience an asset.

• Availability and willingness to travel as-required.

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 WestJet's 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 WestJet's operations at risk. All roles that are identified as safety sensitive are required to pass a Pre-Employment Alcohol and Drug Test as per WestJet's 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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