Call Centre Manager

Responsibilities

• Lead, coach, and motivate a team of advisors to exceed KPIs and sales targets
• Oversee inbound guest interactions and ensure customer complaints are resolved to an exceptional standard
• Monitor and report on team performance daily, delivering monthly reviews with defined objectives
• Manage recruitment, onboarding, and training processes for new team members
• Handle daily mailbox management and ensure all guest contacts are addressed promptly
• Manage payroll costs and scheduling to ensure service levels are met within budget
• Answer inbound calls approximately 50% of the time when necessary

Requirements

• Proven experience in a contact centre management role
• Previous experience in contact centre sales
• Proficiency in MS Office (Word, Excel, PowerPoint)
• Strong communication, relationship-building, and problem-solving skills
• Ability to work a flexible schedule, including Monday to Sunday between 12:30pm – 9:00pm MDT

Preferred Qualifications

• Bilingualism in French is considered a strong asset

Benefits

• Competitive salary up to $70,000 per year plus bonus
• 3 weeks of vacation (increasing to 4 weeks after one year)
• Medical and dental benefits
• RRSP matching plan
• Mental health support benefits
• Discounts on food and $1 bowling

About the Company

Splitsville Entertainment is Canada’s premier family entertainment centre, offering state-of-the-art bowling, casual dining, arcades, and laser tag to create one-of-a-kind guest experiences.