Guest Contact Centre Supervisor

12 hours ago

Calgary, Canada Splitsville Highfield Calgary Full time

Are you passionate about delivering an excellent guest experience through every call?

Do you thrive in a fast paced, dynamic environment?

Are you looking for a business that is financially stable and has very exciting growth plans?

If so, then look no further

The What...

We are looking for a **Guest Contact Centre Supervisor** to join our team
- **Hours of work for this role would be 3-10pm or 4-11pm depending on the day of the week.**_

Here’s some of what you can expect as part of the role
- Answer inbound calls 75% of time and where necessary.
- Train/coach/motivate a team of guest service advisors to deliver against agreed KPIs and sales targets.
- Embrace new systems and processes ensuring all team members are kept informed and properly trained for their roles.
- To deliver fun and motivating new team member training when necessary.
- Wholeheartedly support our sales and service mission by addressing any failings swiftly, and managing team member levels according to business needs.
- Monitoring and reporting on team performance on a daily basis.
- Complete team member investigations / HR Meetings when necessary.
- Deliver monthly reviews to all members of the team with clearly defined objectives.
- To communicate information between centres and GCC team when relevant.
- To ensure that all available sales opportunities are maximised in order to achieve the sales targets
- Aim to always exceed customers expectations on every call.
- To ensure all customer complaints are dealt with timely and to an exceptional standard
- Managing all mailboxes daily making sure all customer contacts are dealt with in a timely fashion
- Work towards achievement of KPIs and sales targets

**The Who**

The be a successful Guest Contact Centre Supervisor, you’ll have:
Splitsville Entertainment is Canada’s premier family entertainment centre Our modern facilities combine state-of-the-art 10 pin bowling, high-quality casual dining, arcades, laser tag, and other entertainment options to make your visit a one-of-a-kind experience.
- Experience in a call centre role, at team lead/supervisor level
- Great relationship building skills
- Passionate about delivering excellent customer service
- Confident and professional telephone manner
- Great communicator
- Previous sales call centre experience
- Motivated and enthusiastic, demonstrating a desire to over-achieve
- Ability to work on own initiative
- Target driven
- Have a problem solving attitude
- Be a committed team member
- Be flexible and adaptable to different working situations
- Proficiency in MS Office - Word, Excel, PowerPoint
- Bilingual in French as asset
- At Splitsville, we value diversity and inclusion, and we’re committed to creating a working environment that promotes equal opportunities. Individual differences and the contributions of all employees are recognised and valued and we believe that a diverse and inclusive workplace makes us a more relevant, more competitive, and more resilient company._

**Job Types**: Full-time, Permanent

Pay: Up to $26.00 per hour

**Benefits**:

- Dental care
- Discounted or free food
- Extended health care
- On-site parking
- RRSP match
- Store discount

Schedule:

- Evening shift
- Every Weekend
- Holidays
- Monday to Friday
- Night shift
- Weekends as needed

Ability to commute/relocate:

- Calgary, AB T2G 1Z4: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Team management: 3 years (required)
- Call Centre: 3 years (required)

**Language**:

- French (preferred)

Work Location: In person

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