Call Centre Manager (Calgary)

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 Call 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. Benefits - 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 Responsibilities - 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 contact centre advisors and senior advisors to deliver against agreed KPIs and sales targets. - Ensure the Senior Advisors’ responsibilities are completed daily. - Embrace new systems and processes, ensuring all team members are kept informed and properly trained for their roles. - 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. - Communicate information between centres and GCC team when relevant. - Ensure that all available sales opportunities are maximized to achieve the sales targets. - Aim to always exceed guests’ expectations on every call. - Ensure all customer complaints are dealt with timely and to an exceptional standard. - Managing all mailboxes daily making sure all guest 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 on 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. Qualifications - Experience in a contact centre role, at management level. - Previous contact centre sales experience. - Bilingual in French as an asset. - Proficiency in MS Office – Word, Excel, PowerPoint. - Passionate about delivering excellent guest 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 adaptable and adaptable to different working situations. - Be a committed team member. - Great communicator. - Target driven. - Have a problem‑solving attitude. EEO Statement 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. #J-18808-Ljbffr Apply on Kit Job: kitjob.ca/job/2ofqvd