Unifor Urges WestJet to Halt Outsourcing of Calgary Call Centre Jobs to El Salvador

Unifor, Canada's largest private sector union, is demanding that WestJet immediately cease outsourcing Calgary call centre jobs to El Salvador. This move directly impacts approximately 800 local workers, a concern Unifor National President Lana Payne states undermines Canadian employment during an uncertain economic period.

Over the past year, roughly 400 positions have been shifted to TELUS Digital agents in El Salvador, with an additional 200 chat support roles recently transferred from India. Despite earlier assurances that these changes were temporary, Unifor indicates the outsourcing is permanent, contributing to stagnant local hiring.

WestJet has offered voluntary separation packages to affected staff and reduced full-time hours, transitioning roles to part-time, even as call volumes remain high. These changes coincide with WestJet owner Onex's plans to take the airline public within two years.

The situation takes on added local relevance amid Calgary’s cooling labour market, which saw the city's unemployment rate at 7.6 per cent in December 2024, the second-highest among major Canadian cities. This comes as local business leaders' perceptions of the city's job market have softened, despite workers still viewing Calgary positively for affordability and income growth opportunities. Unifor's Western Regional Director, Gavin McGarrigle, has criticized the Alberta government's ongoing financial support for TELUS Digital, noting the contradiction of public funds going to a company facilitating the offshoring of local jobs that were intended to bolster job creation within the province.

Unifor continues its organizing efforts, aiming to unionize affected workers to secure job stability and emphasizes its commitment to protecting Canadian employment and economic strength in Alberta. WestJet call centre employees are available for media interviews to discuss the implications of these corporate decisions.