Posted 4 days ago
Supervisor Travel Call Centre
@ CAA Club Group
Thornhill, Ontario
Overview
CAA Club Group is hiring a Supervisor for its Travel Call Centre to lead a team that serves members. The role covers team direction, coaching, escalations and subject matter expertise on CAA Travel products. Schedule spans weekdays 8:30am to 8:00pm and weekends 9:00am to 4:30pm.
Responsibilities:
- Direct and coach the call centre team to meet performance goals
- Give ongoing feedback on accountabilities and quality
- Handle escalated customer issues quickly and empathetically
- Act as subject matter expert on CAA Travel products and systems
- Ensure team follows compliance and policies
Requirements summary:
- Post-secondary diploma or degree; travel diploma preferred
- 2-5 years in the travel industry
- 1-2 years call centre leadership, preferably travel
- Familiarity with travel systems such as Sabre
- Strong analytical skills and attention to detail
Tools & skills
Benefits mentioned
Source and dates
Employer career site / ATS feed · successfactors
- Employer posting date
- 2026-11-02
- First seen by our source
- 2026-11-03
- Source record updated
- 2026-11-03
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Mid level |
| Department | Customer service |
| Experience | 2+ years |
| Management experience | 1+ years |
| Manages people | Yes |
| Schedule | day, evening, weekends |
| Travel | air: none · ground: none |
| Work setting | Office |
| Position | Mostly sitting |
| Physical demands | physical low · computer high |
| Education | College diploma (required) |
| Fields of study | Travel |
| Perks mentioned | Tuition support, Performance bonus, Employee discount, Wellness |
Summary and details written by AI from the posting; the employer’s posting is the authority.
CAA Club Group
| Field | Value |
|---|---|
| Open jobs on Jobsy | 108 |
About Us
At CAA Club Group, we are passionate about keeping our Members safe - whether they are on the road, at home, or travelling abroad. As a trusted Member-based organization, we provide products and services that are essential to Members’ safety and peace of mind. With over 2.6 million Members across Ontario and Manitoba, we advocate on issues such road safety and infrastructure, the environment, seniors’ mobility, and consumer protection. Associates share in each other’s successes, drive change and support each other while cultivating a great working environment to deliver on what is best for our Members. CAA Travel is a member of the CAA Club Group of Companies.
Who we are
Are you ready to join an award-winning, purpose-driven culture? Welcome to the CAA Club Group of Companies (CCG), where purpose leads to passion!
At CCG, we are committed to delivering an exceptional Associate experience. We offer:
Work-life harmony with access to an award-winning holistic wellness program,
Continuous learning through our robust corporate curriculum and education reimbursement program,
Incredible rewards, travel incentives, and product and service discounts,
Pay-for-performance and best-in-class recognition programs, and
Competitive benefits that include a defined contribution plan, personal spending account, and so much more.
Join our growing team where everyone belongs!
Position Details
What You Will Do:
- Provide direction to the team to ensure they meet and exceed performance expectations
- Provide ongoing feedback to Associates regarding accountabilities, performance and quality
- Identify development opportunities of the team and actively execute development plans
- Deal with escalated customer issues empathetically and quickly, always looking for resolution and leading by example
- Act as a Subject Matter Expert on CAA Travel products, services, and systems the team uses
- Ensures that team is following compliance, regulatory standards, and policies
- Support changes to operation and strategic initiatives through team engagement
- Participate in projects as required
Who You Are:
- Post secondary diploma/degree or equivalent combination of education and work experience. Travel diploma preferred.
- 2-5 years’ experience in the Travel Industry
- 1-2 years call center leadership experience, preferably in the Travel industry
- Familiarity of Travel technical systems – IE: Sabre
- Strong analytical skills with a high attention to detail
Available to work within the Travel Call Centre operating hours:
Monday – Friday 8:30am - 8:00pm
Saturday – Sunday 9:00am - 4:30 pm
Please note internal applicants are asked to formally express their interest by applying online no later than 10 business days of position being posted.
Our Commitment
We are an equal opportunity employer and are committed to providing employment accommodation in accordance with all applicable Provincial Human Rights and Accessibility Legislation. CCG will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require an accommodation, please notify us and we will work with you to meet your needs.
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