Manager, Contact Center

**WHAT’S IN IT FOR ME?**
- Full Time Hours, Year Round
- Health and Dental Benefits
- Resort perks:

- Free Alterra Mountain Pass for employees; ski or ride for free at 14 Alterra owned destinations
- Pass benefits for your family and discounted lift & attractions tickets you can share with your friends;
- 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

**WHAT** **WILL I BE DOING?**
- Coordinates with other departments to ensure all product information is available for the Contact Centre associates cascaded through supervisors to team leads
- Prepares yearly budgets for employee wages and other expenses.
- Presents reports on KPI through oversight and management of quantitative reporting tools daily management purposes and executive review.
- Oversees Workforce Management ensuring scheduling practices mee the needs of forecasted contact volume; With the help of the supervisors, manages the Guest Experience System and sets standards for connecting with the customer upon first point of contact
- Oversees all short
- & long-term planning for the department, and remains involved in the strategic planning for the department to deliver company objectives
- Manages all aspects of the IVR including determining appropriate skills/selections, sourcing recordings and completing scripting changes.

**WHAT DO WE NEED FROM YOU?**
- College Diploma or University Degree preferably in Business, Marketing or Hospitality.
- 3 - 5 years supervisory or leadership experience in an inbound/outbound call centre or help desk environment.
- Strong leadership skills which emphasize team involvement.
- Strong coaching abilities.
- Advanced computer skills: Microsoft Office
- Aptitude for understanding the behind-the-scenes functions of multiple reservation systems.

**BLUE MOUNTAIN RESORT COMPANY OVERVIEW**

**ALTERRA COMPANY OVERVIEW**

Alterra Mountain Company is a family of 15 iconic year-round destinations, including the world’s largest heli-ski operation, offering the Ikon Pass, the new standard in season passes. The company owns and operates a range of recreation, hospitality, real estate development, food and beverage, retail and service businesses. Headquartered in Denver, Colorado, with destinations across the continent, Alterra Mountain Company is rooted in the spirit of the mountains and united by a passion for outdoor adventure. Alterra Mountain Company’s family of diverse playgrounds spans six U.S. states and three Canadian provinces: Steamboat and Winter Park Resort in Colorado; Squaw Valley Alpine Meadows, Mammoth Mountain, June Mountain and Big Bear Mountain Resort in California; Stratton and Sugarbush Resort in Vermont; Snowshoe in West Virginia; Tremblant in Quebec, Blue Mountain in Ontario; Crystal Mountain in Washington; Deer Valley Resort and Solitude Mountain Resort in Utah; and CMH Heli-Skiing & Summer Adventures in British Columbia. Also included in the portfolio is Alpine Aerotech, a worldwide helicopter support and maintenance service center in British Columbia, Canada. Alterra Mountain Company honors each destination’s unique character and authenticity and celebrates the legendary adventures and enduring memories they bring to everyone.
- Blue Mountain Resort is committed to supporting a culture of diversity and inclusiveness across the organization. We believe in equal opportunity and it is our priority to ensure a barrier-free recruitment and selection process. If you are contacted for a position, please notify Human Resources of any accommodation needs you may have during the selection process. Information received regarding the accommodation needs of applicants will be addressed confidentially._