Supervisor, Contact Centre

Year Round
**WHAT'S IN IT FOR ME?**

Resort Perks:

- Free Alterra Mountain Pass for employees; ski or ride for free at 14 Alterra owned destinations
- Alterra Mountain Passes for your family
- Discounts on Blue Mountain Lift tickets.
- Free rentals;
- Staff priced meals &Starbucks treats;
- Staff room rates at all our hotels;Retail savings at Burton, Columbia, North Face, Red Devil, Hillside, and more

**Full-Time, Year-Round with Benefits**

**Hybrid - minimum 3 shifts per week on-site**

**Hourly Rate - $22.70/hour**

**Possibly of start date after March 16, 2025**

**WHAT WILL I BE DOING?**

The Contact Centre Supervisor's role is to motivate, coach and support the Contact Centre Team as they sell the resort to our guests. The supervisor will oversee the daily operation of the Contact Centre alongside the Manager and Supervisory team. The Supervisor would work both on-site and remotely.
- Making necessary intraday changes in staffing based on day of week, sales promotions, other anticipated events, and trend data.
- Motivating Contact Centre Agents through coaching and at times, creative contests or incentives
- Conducting bi-annual performance reviews and handles employee relations with the support of the manager, including recognition, complaints & corrective action
- Supporting and coaching agents in the handling of guest complaints and other matters that require discretion & problem-solving; corrects payment discrepancies
- Supporting and completing pass refunds and transfers along with Flex credits in RTP
- Co-ordinating the administration and processing of Blue Mountain Gift Cards on weekends and supports other administrative tasks alongside the Reception team
- Providing input to the Manager on guest & agent feedback, product offerings and SOP's.
- Payroll Duties-edit and approve agent timecards for accuracy
- May assist in the facilitation of training and the development of training materials and information
- May assist with Statistical reporting and tracking of activity in the Contact Centre

**WHAT DO WE NEED FROM YOU?**
- 2 years previous experience in an inbound/outbound call centre or help desk environment
- Proven track record of consistently strong sales results
- Strong coach with lots of success to show for it
- Advanced computer skills including knowledge of Microsoft Office
- Working knowledge of SMS and web-based soft wares would be an asset
- Advanced oral and written communications skills
- Customer service focused with an enthusiastic and friendly telephone manner
- Detail oriented with a good understanding of statistical reporting
- ** Ability to work onsite for at least three shifts per week. non-negotiable**

**AUTHENTICITY | EMPOWERMENT | COLLABORATION | PURPOSE**

**BLUE MOUNTAIN RESORT COMPANY OVERVIEW**

Blue Mountain Resort is Ontario's largest mountain resort. Nestled on the shores of Southern Georgian Bay,on the traditional territory of the Anishinabek Nation: The People of the Three Fires known as Ojibway, Odawa, and Pottawatomie Nations.Only 90 minutes outside Toronto, Blue Mountain has become the four-season outdoor destination of the North. Blue Mountain is owned by Alterra Mountain Company.

**ALTERRA COMPANY OVERVIEW**

Alterra Mountain Company is a family of iconic year-round mountain destinations, the world's largest heli-skiing operation, and Ikon Pass - the premier ski and snowboard season pass offering access to more than 50 iconic mountain destinations around the world.

Headquartered in Denver, Colorado and born out of a shared love of the mountains and adventure, Alterra Mountain Company exists to shape the future of mountain adventure.