Job Description & How to Apply Below
Job Description
Posted Tuesday, July 21, 2026 at 6:00 AM
Established in 1960, Perimeter Aviation LP is a diversified company that is a subsidiary of the Exchange Income Corporation which has recently grown through the merger with Bearskin Airlines. With approximately 900 employees, we operate a fleet of 45+ aircraft including the Metro 2, 3, 23, Merlin and Dash 8 aircraft. We are based in Winnipeg and Thompson, Manitoba as well as Sioux Lookout, Timmins, Thunder Bay, and Toronto Ontario.
We provide scheduled passenger and freight services to Northern Manitoba and Northern Ontario, 24/7 North American charter services, Medical evacuation services and a full-service maintenance facility including design engineering, NDT, and Garrett turbine engine services.
We are a Canadian company, proudly building a diverse workforce that is driven by a shared sense of community, customer service and a dedication to safety. We’re fostering a culture where our employees will feel proud of the work they do and the company they work for. We seek employees with a positive attitude in providing excellent service to the communities in our network.
Position Summary
Reporting to the Base Manager, the Lead Call Center Agent is responsible for making informed decisions without compromising policies/procedures. This individual will demonstrate strong interpersonal and communication skills. The Call Center Agent Lead is responsible for overseeing the daily operations of a team of call center agents. This position requires strong leadership, problem-solving skills, and the ability to manage multiple tasks in a fast-paced environment.
Personal Characteristics
Highly flexible, with the ability to respond quickly in a dynamic environment
Professional and respectful, with a positive work attitude
Timely with a high level of commitment to on-time performance is essential
Motivated with the ability to work independently and as part of a team
Effective verbal and written communication skills
High level of respect, understanding and regard for First Nations communities
Able to think critically and act logically to evaluate situations and provide sound judgment
Able to build and maintain lasting relationships with all departments, business partners and customers
Strong leadership and supervisory skills
Superior time management skills, multitasking skills and the ability to prioritize tasks
High level of integrity, confidentiality and accountability
Strong problem solving and analytical skills
Able to effectively train and develop personnel within their department
Willing to take the initiative to make personal and organizational improvements
Able to handle stressful situations in a calm and effective manner
Customer service oriented with a commitment to exceptional service
Key Responsibilities and Accountabilities
Oversee daily operations, ensuring all agents meet performance standards and deliver high-quality customer service.
Monitor call volume and ensure the team meets performance targets, stepping in to handle calls during high queue periods.
Coordinate agent lunch and break schedules.
Arrange coverage for absent agents.
Provide coaching, mentoring, and training to new and existing agents to improve performance, product knowledge, and customer handling skills.
Engage actively on Microsoft Teams, responding to agent inquiries promptly.
Handle escalated customer issues, providing timely resolutions and communicating in the escalated group chat on Teams.
Work on reservation emails.
Prepare allotment vouchers and letters, ensuring emails are sent to all chiefs and councils on the 15th of each month.
Work with the operations team to assist in reaching out to passengers during IRROPS.
All purchase vouchers received via fax or email should be sent to the accounting team on a weekly basis.
Possess the ability to make informed decisions without compromising internal policies/procedures
Actively participate in the Company’s Safety Management System
Perform additional duties as assigned by Supervisors or the Manager.
Minimum Education , Experience and Certifications
High school diploma or General Education Degree (GED)…
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