Guest Contact Centre Manager
Splitsville Bowl
- Calgary, Alberta, Canada
- Calgary, Alberta, Canada
Über
Are you passionate about delivering exceptional customer service and leading high-performing teams?
Looking for a fast-paced environment where you can make a direct impact on both guest experience and results?
We're looking for a Guest Contact Centre Manager to lead, coach, and motivate a team of Advisors to exceed KPIs and sales targets. In this role, you'll oversee inbound guest interactions, deliver engaging training, monitor performance, and drive continuous improvement across systems, processes, and team development.
The Why...
Join Splitsville as a Guest Contact Centre Manager and in return you'll get:
3 weeks of vacation (increasing to 4 weeks after one year)
Discounts on food and $1 bowling
Financial long service awards
Medical and dental benefits
RRSP matching plan
Mental health support benefits
The What...
Here's some of what you can expect as part of the role…
This role operates any day from Monday to Sunday between the hours of 12:30pm – 9:00pm MDT
Answer inbound calls 50% of time and where necessary.
Train/coach/motivate a team of guest service advisors, guest service senior advisors to deliver against agreed KPIs and sales targets.
Ensure the Senior Advisor and Assistant Team Leader responsibilities are completed daily
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 daily.
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 maximized 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
Make sure all outbound campaigns have been exported from bloom reach with the correct phone preferences / lead management queues are effectively worked and within timescales.
Take ownership of the recruitment and onboarding process of team members, in line with our Employer Brand
Schedule and review new team member training on a regular basis
Ensure correct team levels are scheduled to achieve service levels using in-house systems and vacation requests are reviewed and agreed / declined based business requirements
Manage payroll costs effectively to ensure costs are within budgets and KPI's set
Ensure payroll is completed daily/weekly with attention to detail
The Who…
The be a successful Guest Contact Centre Manager, you'll have:
Experience in a contact centre role, at management level.
Previous call centre sales experience
Bilingual in French as asset
Proficiency in MS Office – Word, Excel, PowerPoint
Passionate about delivering excellent customer service
Great relationship building skills
Confident and professional telephone manner
Motivated and enthusiastic, demonstrating a desire to over-achieve
Ability to work on own initiative
Be flexible and adaptable to different working situations
Be a committed team member
Great communicator
Target driven
Have a problem-solving attitude
This role operates any day from Monday to Sunday between the hours of 12:30pm – 9:00pm MDT
The Who...
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.
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.
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To keep your job search safe and simple, we'd like to share a quick note about how we hire. All applications are submitted only through our official career site ). You may also see our job ads on Indeed and LinkedIn - those listings will always link back to our career site for the actual application process. We do not use application forms on any other websites or job application portals. This helps protect candidates from fraudulent job ads and fake application sites.
If you ever come across a posting that asks you to apply elsewhere, please treat it with caution—it isn't associated with us.
Sprachkenntnisse
- English
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