OCTOBER 1, 2024
VACANCY! VACANCY! VACANCY!
For further information, please check out the listing posted HERE.
AUGUST 21, 2024
AUGUST 16, 2024
The Shift Bid has concluded, and we want to thank everyone for their encouraging words of support throughout these three days. The eBid, although a new system, was a smooth transition at the YTO Contact Center, and we could not have done it without all of us working as a team. As a reminder to agents that bid a relief line, please make sure you keep in mind what is bargained in the Collective Agreement. As per Article 6.13.06 and 6.13.07:
AUGUST 13, 2024
It is that time of year again, SHIFT BID! We will be bidding on August 14, 15, 16. Things are going to be a little different this time around, as we are transitioning into the eBid system. We implore you to double check prior to your shift bid that all of your standing bids are in the system, and to get in contact with a Union Rep or the DC as soon as possible if there are any technical issues. Although the process has not been as smooth as we would have liked, Union is working alongside the Company to make sure everything is in working order for the bid, and to ensure that seniority is respected. We will also be in the bid room, alongside the Company to make sure everything is running smoothly, and to ensure that we can step in if there are any issues. Please be sure to to check your bids, as well as bid date/time on the eBid tool. There will be a live Sharepoint link emailed to everyone tomorrow morning. Any agents on GDIP, LOU, or any sort of special leave will get a phone call from your Union team to bid, and an email shortly to follow with your bid time.
AUGUST 7, 2024
VACANCY! VACANCY! VACANCY!
Attention all aspiring CJM-ers… Three vacancies have been confirmed! The transfer list will be pulled on Thursday August 8, 2024. If you are interested in transferring, please make sure that your requests are submitted by the mentioned date.
AUGUST 6, 2024
Happy Tuesday! Over the past few days, Vice Chairs have been communicating in the Telegram chat in regards to the recent meetings for Phone Abuse. To review the reasons agents are being pulled into meetings are the following: Over 50% disconnects on calls with passengers, with no follow ups, no remarks. This does not mean that you will be in trouble if there are technical issues, but it is imperative that you follow the processes setup by the company to go on Offline Activity status to complete a call back, or trouble report, or both, followed by an email to Res Ops, and cc’d to your manager and union. The Vice Chairs have been sending templates of how to format your Offline Activity emails when requested, the examples can also be found below.
OFFLINE ACTIVITY EMAIL FORMAT
EXAMPLE ONE:
SUBJECT: Offline Activity: Callbacks
Good Afternoon,
SHIFT: 10:30-18:30
OFFLINE ACTIVITY: 11:47-12:15
PNR: ACXOXO
While on the call with the passenger, the call dropped while we were reprotecting the flights. I called the passengers back to complete the flight disruption reprotection.
Thank You,
Jane Doe
123456
EXAMPLE TWO:
SUBJECT: Offline Activity: Callbacks and Technical Issues
Good Evening,
SHIFT: 15:30-23:30
OFFLINE ACTIVITY: 18:55-19:10
PNR: ACXOXO
INCIDENT# INC123456
While on the call with the passenger, audio went out on my end midway through the call, I was unable to hear the passenger, so I disconnected. I tried to call the passenger back but was unable to reach them. Left a message on their voicemail, remarked the file for the next agent, and submitted a TR report.
Thank You,
Jane Doe
123456
APRIL 23, 2024
Good Morning, Good Afternoon, Good Evening! This is just a heads up for the continuation of the week, due to training constraints, no one will be available in the Union office, from Wednesday to Thursday. On Friday, the Union office will open at 12pm. Thank you for your understanding, and if required, Adriana will however be available via email: [email protected]
Happy Tuesday! This is just a refresher on the Sick Days and Family Responsibility hours for everyone. For Sick Days, you have 10 paid sick days that are allotted per employee. As per the Family Responsibility hours, you have 48 hours to use, for which the Company does reserve the right to request that you provide proof. For further information, if you visit the “Frequently Asked Questions” page, you will find a breakdown for both Sick and Family Responsibility, as well as the process to call in.
APRIL 11, 2024
APRIL 4, 2024
Please be sure to get your shift bid forms submitted to the union by APRIL 7TH 2024 at [email protected]. A few people have reached out about not having a printer available for the new form, and as advised to them, rest assured the bid form does not need to be printed. You can fill it out on the website, download it with changes, and then attached into and email and send to the Union email. If you have any questions, please feel free to call the Union Office during the weekdays, email us, or message a representative on Telegram.
APRIL 2, 2024
BID PACKAGES HAVE BEEN RELEASED! Please be sure to check your emails for the packages, and be sure to get your shift bid forms submitted to the union by APRIL 7TH 2024 at [email protected]
As verified with Manulife’s Air Canada specialists, they are currently working on the Benefits booklet, and it is not yet available. This booklet will include information about both medical and dental coverage. It will be uploaded on both the website and app shortly. We have informed them about the discrepancies between the app and the website. This is because our drug plan coverage is under a different number and it does not appear to be associated with the app.
When setting up coverage with your pharmacy, please provide them with the following drug plan number: 0788021. Medical and Dental are both covered under the number we registered with: 788000. We have been assured by the bargaining committee that our plan coverage has not changed.
MARCH 7, 2024
Click through here and make your voice heard! Stand in Solidarity with our fellow workers. Through the linked form, you are able to contact the Bell Board through the pre-populated webform and message, let them know that Canadians deserve better!
MARCH 6, 2024
HOT OFF THE PRESSES!!
The new schedule will officially begin on Sunday 28th April and will run until September 7th, 2024.
Mark your calendars! Our next bid will take place from 09 April-11 April.
MARCH 5, 2024
While we await notice about the upcoming shift bid, please take some time to familiarize yourself with the new shift bid form, as we are retiring the previous 2 form system that was being used. Everything is now consolidated into one form, and has the information needed about where you need to email your form in. You will be required to fill out the form for the bid, and keep in mind, the proxy portion of the form is optional for employees that require it, you are not obligated to fill that out if you do not require a proxy agent. For the bid, it will be mandatory for this form to be sent to the Union email, or handed in office, as we require your personal information to contact you.
This form can also be found on our shift bid page.
For information regarding access to your group benefits card, please see the video below.
It details how to access the Manulife benefits card on your mobile device.
MARCH 4, 2024
For any employees that are experiencing audio issues,
please refer the following process below:
****URGENT INFORMATION / FEBRUARY 20, 2024****
Please be informed that the new implementation of Harmony significantly improves the company’s ability to identify various KPIs, including hold times, dead air calls, and timeframe on transferred calls to other departments. It is important to follow Call Center Standards and Expectations, which can be found on Acpedia, and it gives a breakdown of proper phone etiquette, such as when customers are not on the line, or when transferring to another department, as the company maintains a zero-tolerance policy for phone abuse. Additionally, all conversations are recorded. If you have questions, please get in contact with me.
– Adriana Robinson
All employees who work their full scheduled shift on December 25 and/or January 1 will receive a pair of C1 passes, as per previous years.