Guest Contact Centre Supervisor

About The Role

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!

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
  
  

Hours of work for this role are 2-10pm.

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.