Key Responsibilities

• Act as a primary point of contact for clients regarding scheduling, training and technical departments, and service inquiries.
• Communicate with empathy, clarity, and urgency to ensure clients feel supported throughout their training journey.
• Proactively engage with customers to confirm requirements and identify opportunities to enhance the training experience.
• Take ownership of client issues, coordinating across departments to provide quick and effective resolutions.
• Support the Training Center’s client engagement strategy by identifying opportunities for continuous improvement.

• Schedule training events—including simulator sessions, instructors, classrooms, and client activities—in alignment with resource availability and operational processes and standards.
• Optimize daily and long‑range schedules to maximize resource utilization while maintaining client satisfaction.
• Maintain accurate documentation and updates within scheduling and reporting systems.
• Communicate schedule changes quickly and professionally to clients, instructors, and internal partners.
• Collaborate with Training Managers, Instructors, Technicians, and Support Teams to ensure smooth daily operations.

• Schedule all training activities according to Transport Canada, FAA Part 142, and other applicable regulatory and customer‑defined requirements.
• Ensure all instructor qualifications, training programs, and assigned activities meet operational and compliance standards.
• Identify and escalate any potential conflicts related to qualifications or regulatory constraints.

• Generate and maintain scheduling and client‑engagement reports to support Training Center leadership.
• Monitor KPIs including communication effectiveness, scheduling accuracy, customer satisfaction, and resource utilization.
• Identify process gaps and recommend improvements to strengthen client experience and operational efficiency.
• Gather client feedback and promote CAE surveys to provide insights into actionable recommendations.

Minimum Qualifications

• Proven customer service experience in hospitality, customer care, or professional client‑facing environments.
• Strong verbal and written communication skills with the ability to remain calm, clear, and professional.
• Excellent organizational skills and attention to detail.
• Ability to manage multiple priorities in a fast‑paced operations environment while upholding a client‑first approach.
• Self‑starter with demonstrated initiative and ability to drive improvements.
• Proficiency with scheduling tools, CRM systems, and Microsoft Office applications (Word, Outlook, Excel).

Preferred Qualifications

• Experience in training operations, aviation scheduling, logistics, or related disciplines.
• Familiarity with the aviation or simulator‑training environment.
• Bilingual (French/English) preferred.
• 3–5 years of professional experience in customer service, operations, or scheduling roles.

Benefits

• Extended medical insurance
• Dental coverage
• Pension plan
• Life insurance
• Registered Retirement Savings Plan (RRSP)
• Employee stock purchase plan