Senior Associate - Operations

Job Description

Job Purpose:To act as the central point of contact for employee attendance and availability, handling absence reporting, attendance records, and dependability-related interactions through structured call handling, accurate documentation, and policy-driven escalation.Key Accountabilities:• Handle centralized attendance desk activities including call/email triaging.• Record and update absence data accurately in Staff Admin and HR systems.• Support dependability meetings scheduling and documentation.• Assist with performance-related processes including accommodation and medical leave tracking.• Maintain accurate records, audits, and compliance documentation.• Coordinate with internal stakeholders and follow defined escalation protocols.• Ensure bilingual process awareness (English & French) and policy adherence.

Qualifications

Skills & Knowledge:• Graduate / Undergraduate with strong MS Excel skills.• High attention to detail and ability to work in time-sensitive environments.• Comfortable with outbound and inbound calling in a time-sensitive environment. Ability to follow defined workflows, compliance, and data security standards.• Prior exposure to workforce planning, scheduling, or airline operations preferred.Language Skills:English: AdvancedReal-time operational calls, staffing coordination, exception handling, and escalation discussions require confident, spontaneous communication with minimal misunderstanding.French: A2 to B1 – Elementary to IntermediateUnderstanding common operational terms and handling scripted or predictable interactions. Non-routine, complex, or disciplinary conversations will be escalated to designated bilingual or onshore support teams as per defined escalation protocols.