Contact Centre

As part of WestJet’s Contact Centre team, you’ll act as a true problem solver by assisting our guests with new reservations, changes to reservations and general inquiries. Our Contact Centre team members are passionate about providing a heightened guest experience and love helping people solve problems quickly and efficiently. The Contact Centre is made up of 13 teams who each perform specific functions in support of prompt and consistent service.

Next Steps

You've signed your offer letter, what happens next?

You've already discussed with the recruiter what training class you will be attending, so what happens now?  About 1-2 weeks prior to your training date, you will receive an email from "C2" with some details around your start date.  This will include:

  • A Form to complete to have your hardware kit shipped to your home
  • Telecom and Internet requirements, when to have your home internet in place
  • Training location date and time (Training can be virtual or in person)

 

The Thursday or Friday prior to your start date, you will receive another email from the Contact Centre Learning team which will include:

  • Training location date and time
  • Teams meeting link (if virtual)
  • Instructions on how to set up your kit (including video)
  • Pre-class checklist
  • Study Guide
  • Classroom expectations
  • Dress code

 

It is encouraged that you sign into your WestJet email account ahead of your start date and follow the initial setup via the instructions sent out to you.  If you have troubles, please contact IT (Information Technology) by calling 403-444-2444.

 

Calgary Campus/Hangar Video Tour

Whether you will be training at the YYC campus, or working remotely, this video will take you through all the key spots and fun facts that will help familiarize you with our campus and set you up for sucess for your next visit or workday. In this video we explore the many unique features of our Fred Ring Building (minutes 0:00-05:45), Russ White Hangar (minutes 05:45-09:07) and Wide Body Hangar (Minutes 09:07-11:32).

Training

Training is 5-7 weeks long - Mon through Friday 8:30am to 5:00pm (subject to change).

Classroom Expectations

  • On Time Performance (OTP) is a key operational performance measure used in the airline industry. It is imperative for an airline to be on-time in order to remain competitive and meet internal expectations as well as those of our Guests. We rely on you, as an employee, to be on time for your shifts and to manage your breaks accordingly. The expectation for OTP begins in training. We expect you to arrive to training on-time every day prepared to work hard.
  • This training program is robust with a lot of material to cover. Absence due to illness or personal reasons could jeopardize your ability to meet expectations and successfully pass mandatory testing which could cause you to be unsuccessful in the probationary training period. 100% attendance as well as your on-time performance is mandatory and will go a long way in launching your successful career at WestJet.
  • A positive can-do attitude and active participation in training can greatly enhance your training experience. Professionalism, respect and appropriate language will ensure a safe and welcoming learning environment for all participants.
  • Be curious, ask questions and seek to understand. The airline industry is a fascinating business with many unique and wonderful attributes. We are excited to share our story with you · If a leave of absence is required during training, please visit the Personal Events section of the Total Rewards document for more details.

Dress Code

  • Standards are established to maintain a consistent and professional image that distinctly identifies a WestJet employee. The obligation will be yours to portray a well-groomed image of excellence and professionalism both virtually and in person. Attire for training is business casual; business casual attire is a professional, conservative, and modest style of dress for work without being too formal. For virtual training we are on camera, please ensure you are wearing presentable attire and are neat and clean in appearance. If attending training in person, please review the Dress Code document for further details.

Scheduling

Prior to training, you may contact C2@westjet.com for questions around your schedule. After your start date and while in training, connect with your instructor.

As a home based employee, you will work the majority of your time from your home office, which must be located within a 100km radius to our Calgary campus. There may be times where your leader will ask you to meet in person at our Campus location for a one on one or Team meeting. Additionally, in the event of a technological error, we may have you work your shift from Campus to troubleshoot with our IT department. It is important to ensure that you have plans in place to be able to come into the Campus on a moment’s notice (in the event of a tech outage). This includes transportation (vehicle, public transportation, friend or family member, Uber, etc) and childcare. We welcome employees to work periodically from our Contact Centre at the Campus should they wish.

Your work schedule is based on 40 hours per week. Your work schedule will include working evenings, weekends, and statutory holidays.

Sales and Services Agents work 8.5-hour shifts which include two 15-minute paid breaks and one 30-minute unpaid lunch.

Agents are grouped into time-blocks that provide agents with some consistency in their start times from week to week. As a new Contact Centre employee, you will be initially placed into a time -block based on operational needs. All Contact Centre employees can submit time block preferences which are reviewed approximately 4 times per year and preferences are awarded based on three primary factors - Attendance, Schedule Adherence (performance measure), and Tenure. Typically, upon preferencing newer agents will be placed into later time blocks due to their lower tenure, however it is important to remember that your initial block placement is based on operational needs so you should be prepared to work at any time of the day.

What are time blocks?

A Time block is a set block of hours that you may start your shift in. The following is a visual representation of our time blocks which are determined by start-time windows:

  • English only queue's are open 24 hours a day, 7 days a week, 365 days a year and can start in any block below
  • French queue's are open from 0600-1800 (MST), 7 days a week, 365 days a year. As the French queues are not open 24 hours a day, you can expect start times between 0545-0945. In the example blocks below, French agents would only start in Blocks B and C
  • Spanish queue's are open from 0600-2015 (MST), 7 days a week, 365 days a year. As the Spanish queues are not open 24 hours a day, you can expect start times between 0545-1145. In the example blocks below, Spanish agents would only start in Blocks B and C

Please note: The time blocks and rotations displayed above may not be exactly what is to appear on your schedule. This is for example purposes only on how to determine your block and rotation and could look slightly different once you've received your published schedule.

Work Environment

As a home-based contact centre employee, your home is required to be within 100 kilometers or within 1 hour and 15 minutes travel time of the WestJet Campus. Why is this? You could be asked by Contact Centre Leadership to be in person at the WestJet Campus for mandatory meetings, training, culture events or a technical or system outage that prevents you from completing your shift at your home office. This requirement is non-negotiable.

WestJet will supply the hardware and software needed to work from your home office. You must have a dedicated workspace in your home for your office. In your kit, it will include:

  • HP Elitedesk Mini Desktop computer and power adapter
  • 2 Monitors with stands, 2 power cables, and 2 data/display cables
  • Keyboard and mouse
  • Audio headset
  • Webcam
  • Ethernet cables to connect to the internet
  • **(Agents may need to order a longer Ethernet cord to connect directly to their internet modem if located in a different room) this would be at the expense of the agent
  • Power bar
  • Furniture, Hardwired Internet to be provided by yourself. Please review the minimum internet requirements below:
  • · Approved service providers in Calgary: Shaw and Telus
  • · Internet minimum requirements:
    • · Hardwired DSL or Cable modem
    • · 25 Mbps Download
    • · 2.5 Mbps Upload

 

Please note: Satellite and cellular internet connections are not approved for use for working from home for the Contact Centre. All connections must be land-based and through an approved provider; Telus or Shaw.

Internet requirements

Growth & Development

At WestJet we invest in our teams and want to see each and every person reach their full potential. Each WestJetters career path is unique, and we cannot guarantee timing or which path you will choose. We encourage development and growth and your leader will support you with this path. Here are just some of the career path opportunities you can pursue within the Contact Centre:

  • Guest Support
  • Command Centre
  • Reservations Support Desk
  • Learning and Support agent
  • Instructor
  • Team Leader
  • Support Specialist
  • WestJet Vacations agent

Actively participate in your development and hold yourself accountable. Set concrete goals and action items you can hold yourself accountable to.

Follow up with your leader so they can support you on your journey:

  • When it comes to development, you need to own it for yourself
  • It's on you to figure out where you can improve and to make it happen; WestJet and your leader are here to support you along the way!

Health & Wellbeing

Inkblot

Inkblot is a fantastic tool WestJet has partnered up with in our Employee and Family Assistance Program (EFAP), to provide confidential counselling and information to you and your family.  

You will receive access within your first 30 days of employment.  If you require access immediately, please reach out to your Contact Centre Leadership team or Training instructor.

Time Off

Contact Centre agents start at 2 weeks' vacation pro-rated with an increase after 3 years.  Agents also receive 11 front-loaded stat days, pro-rated.

Agents will be trained, during your onboarding training, on how to use the schedule and vacation bidding tool.

For more information on Life events, Sick leave, Personal days or statutory holidays, please review the Total Rewards document.

Employee Association

You are a part of the Contact Centre Employee Association (CCEA)

The CCEA is the elected representation for front line members under the Contact Centre umbrella. Our approach is to work collaboratively with the Company in order to achieve fair and favorable working conditions by way of advocating for you to WestJet Leadership.