Instructor

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.

The Corporate Customer Service Training (CCST) team is seeking an instructor to plan, facilitate, and continuously improve training for front-line Contact Centre employees.

The instructor will coordinate regional training needs, deliver learning programs, and provide coaching and operational support to employees and instructors.

The role also supports instructors assigned under Letter of Understanding 17 (LOU17) through coaching, guidance, and operational coordination. Travel is required approximately 20% to 30% of the time.

Responsibilities:

• Deliver and facilitate classroom training in customer service, initial training, technical content, regulatory requirements, and soft skills, as required.
• Evaluate participant’s performance and provide timely, constructive feedback and coaching.
• Provide coaching and operational support to front-line employees and instructors assigned under LOU17, as required.
• Plan and schedule training sessions, events, and related activities.
• Prepare reports on training activities, as required.
• Prepare, update, and maintain training and communication materials, including pre-training and post-training documentation.
• Review and evaluate existing or proposed training programs, recommend improvements, and implement approved changes.
• Collaborate with delivery supervisors, training instructors, and other members of the CCST team to exchange feedback and support consistent delivery.
• Support future e-learning and soft-skills training initiatives through coaching and subject-matter input.
• Conduct site reviews to assess classroom readiness, training standards, and operational requirements, and recommend improvements.

Qualifications

• High school diploma
• Demonstrated interest in facilitating adult learning in a Contact Centre environment.
• Demonstrated initiative and excellent time-management skills.
• Sound knowledge of adult-learning methodologies.
• Demonstrated commitment to delivering consistent, high-quality customer experience.
• Excellent written and verbal communication skills.
• Demonstrated experience facilitating instructor-led or virtual learning for adult learners.
• Ability to build effective working relationships with learners, instructors, leaders, and operational partners.
• Good working knowledge of Microsoft Word and PowerPoint.
• Ability to meet deadlines, work under pressure, and prioritize multiple projects.
• Demonstrated ability to adapt delivery plans and priorities in response to changing operational requirements.
• Strong leadership and conflict-resolution skills.
• Ability to work independently with minimal supervision.
• Previous experience in a training or learning environment.
• Knowledge of the Amadeus Altéa reservation system.

Preferred qualifications

• Experience supporting Revenue or Loyalty operations is an asset.

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.