Travel Alberta

Customer Care Center Supervisor

Jun 10, 2015
Jun 2, 2015
Sunshine Village Ski & Snowboard Resort
This position includes a multi-area ski pass to Sunshine Village & other resorts, a staff event calendar for experiencing the Rockies, great perks at the resort, and health benefits after passing the three month probationary period. 

This is a full time, year round position which is based in Calgary.  Some travel will be required to Sunshine Village Resort.  The main functions of this position are to hire, supervise and train all Customer Care Center agents, provide appropriate coverage in the Call Center when needed and assist the Reservations Supervisor as assigned. 

Essential Functions 

  • First and Foremost – To provide outstanding Customer Service to all walk in guests and telephone inquiries
  • Promote and increase sales of Sunshine Village Season’s Passes, Sunshine Marmot Cards, Daily Lift Tickets, and the Sunshine Mountain Lodge
  • Respond to all emails and telephone inquiries in a prompt and professional manner
  • Ensure daily communication among various departments and within the team as needed to provide accurate and up-to-date information to guests about resort services and products
  • Follow proper policies and procedures set by Sunshine Village with regards to employee expectations; as well as in serving Sunshine Village customers
  • Perform supervisor duties which include: scheduling, daily reports, cash-outs, customer service issues, and other tasks as required. Monitor and offer appropriate coverage for staff during daily breaks and time off requests
  • Other duties as assigned
  • Be the safety ambassador for the Calgary office 
Customer Care Center: 

  • Hiring and training of call center agents
  • Complete mid-season reviews with each agent
  • Monitor Call Center’s metric and daily reporting
  • Manage the quality testing and evaluations of agents call handling and sales
  • Creation of a comprehensive training manual for the software used by the call center agents training and ongoing development of new agents to ensure all employees are supported and knowledgeable in their position and expectations
  • Manage and maintain the systems used in the call center i.e Maestro, Pass Express, WASP, POS terminal
  • Prepare weekly call center agent commissions
  • Organize weekly call center meetings
  • Complete/maintain all admin duties associated with call center and general office maintenance

  • Hotel knowledge in specific field would be an asset Knowledge in Maestro PMS an asset
  • Hotel and Restaurant diploma an asset
  • Ability to learn quickly
  • Leadership/previous supervisory role a must
  • Sales Experience needed
  • Be available to work weekends and evenings as needed
  • Strong ability to coordinate and manage weekly meetings
  • Excellent telephone manner
  • Strong organizational skills, coupled with strong multitasking skills
  • Experience coaching and motivating teams 
Interested applicants please apply online at . Thank you to all applicants for your interest, however, will only contact those qualified for the position.