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About the Role

Flair Airlines is seeking talented individuals to help make air travel affordable and accessible for everyone. As Canada's most reliable airline, we are expanding our network and services, and looking for passionate team members to join our mission. The Vendor Coordinator will be responsible for the day-to-day coordination and performance monitoring of external customer support vendors, ensuring consistent customer experience and adherence to procedures.

Responsibilities

Coordinate day-to-day activities and performance of external customer support vendors.
Serve as the primary day-to-day point of contact for vendor Team Leads.
Review agent and team-level performance metrics and identify trends or areas requiring attention.
Share performance trends and feedback with vendor leadership and work with the vendor to establish action plans where improvement is required.
Conduct regular huddles with vendor Team Leads to review performance, operational updates, concerns, and follow-up items.
Monitor customer calls to assess service delivery and adherence to established procedures and expectations.
Conduct spot checks of customer bookings and transactions to identify errors, trends, and areas requiring improvement.
Identify recurring errors, service issues, and process gaps and work with vendor leadership and internal teams to address root causes.
Track agreed actions and follow up with vendor leadership to ensure items are completed within established timelines.
Escalate significant or recurring vendor performance, service, or operational concerns to the appropriate internal leader.
Communicate operational updates, process changes, and other requirements to vendor teams and confirm changes are implemented.
Support vendor training and coaching by identifying knowledge gaps and areas requiring additional support.
Maintain records of performance discussions, quality reviews, action plans, and follow-up activities.
Collaborate with internal teams to resolve vendor-related customer and operational issues.
Perform other duties and responsibilities as assigned.

Requirements

Clear criminal record check and satisfactory references.
Must be legally eligible to work in Canada without restriction.

Skills

Strong communication and interpersonal skills with the ability to work effectively with vendor Team Leads, agents, and internal stakeholders.
Strong analytical skills with the ability to review performance metrics and identify trends or areas requiring improvement.
Strong attention to detail when reviewing customer calls, bookings, transactions, and quality results.
Ability to provide clear and constructive feedback on performance and service concerns.
Strong problem-solving skills with the ability to identify issues and support appropriate solutions.
Strong organizational and prioritization skills with the ability to manage multiple vendor activities and follow-up items.
Strong follow-through with the ability to track action items and ensure agreed activities are completed.
Sound judgment with the ability to identify when vendor performance or customer issues require escalation.
Ability to work collaboratively with vendor partners and internal teams to resolve issues and improve service delivery.
Proficiency in Microsoft Office, including Excel, Word, and Outlook.

Location

Edmonton (YEG)
Calgary (YYC)
Vancouver, BC (YVR)
Toronto (YYZ)

Work Type

Full-time
On-site

Experience Level

Minimum of 3–5 years of experience in customer service, contact centre operations, vendor coordination, quality assurance, or a related role.
Experience working with third-party or outsourced customer support providers is strongly preferred.
Experience reviewing agent and team performance metrics and identifying performance trends.
Experience with call monitoring, quality reviews, and booking or transaction audits.
Experience providing performance feedback and supporting action plans, coaching, and service improvements.
Experience working with Team Leads, supervisors, or vendor partners to resolve service and operational issues.
Experience within an airline, travel, hospitality, or high-volume customer service environment is considered an asset.

Education Level

Diploma or degree in Business Administration, Customer Service, Hospitality, Aviation Management, or a related field is preferred.
An equivalent combination of education and relevant experience will be considered.

Salary/Compensations

A salary that reflects your experience and contributions.

Benefits

Competitive medical and dental coverage
Disability insurance
Life insurance
Employee & family assistance program
Pension plan with employer-matched contributions
Unlimited Travel Perks – Enjoy free and discounted flights for you and your travel companions.

About the Company

Flair Airlines is committed to making air travel affordable for everyone and is Canada's most reliable airline, offering real value.
We are expanding our network, increasing flight frequencies, and introducing more services.
We are dedicated to fostering a workplace where leaders thrive, innovation flourishes, and every team member feels valued and empowered.

Equal Opportunity

Flair is committed to building an inclusive, equal, and accessible workplace that welcomes diverse talent.
We encourage candidates from all backgrounds to apply.
If you need accommodation during the selection process, just let us know.