Guest Services Supervisor

Salary Range: 70000 to 88000 (Currency: CAD) (Pay period: per-year-salary)

If you were the Guest Services Supervisor now, here are some of the core activities you would be doing:

• Leading and coaching a team of Representatives and Senior Representatives towards high performance through individual strengths lens and helping them set annual objectives
• Connecting with each team member weekly in individual check ins 
• Supervising and coordinating the day-to-day operations of your Guest Services team, ensuring all team members are set up for success to hit our service level goals
• Collaborating with other supervisors and the Manager’s, Guest Services to ensure consistency between teams
• Assisting with questions from representatives and supporting in the resolution of escalated issues if needed
• Troubleshooting system errors that may arise in conjunction with our technology teams
• Improving your team’s performance with quality assurance coaching opportunities twice per month for each person on your team, or on a cadence that aligns with their individual needs
• Generating reports and auditing service levels
• Writing and conducting formal annual performance appraisals for your team
• Participating in various personnel actions, including performance improvement plans, corrective actions, promotions, discipline, and termination
• Collaborating with the Guest Services Scheduling team to build daily schedules that accommodate for anticipated contact volume and workload/forecast shifts

Here are some of the things you could be working on in the future:

• Stretching your support in collaboration with leadership and cross functional partners by taking on additional tasks such as leading meetings, assisting with training and building communication
• Providing valuable insights on various projects through meetings, user acceptance testing and change management
• Contributing to the development of new measurements to improve service levels and document standard operating procedures
• Supporting the growth of the team with interviewing, hiring and onboarding new representatives

Are you our next Guest Services Supervisor?

• Previous 2+ experience leading a team of 8-15 individuals or have an equivalent level of education in leadership or coaching
• You have 3+ years’ experience in a Contact Centre Service environment
• You have a post-secondary education in a related field or a combination of related experience
• You excel at giving and receiving feedback and are comfortable having coaching conversations at all levels of the organization
• You set the standard of performance through your personal example
• You remain highly flexible and adaptable
• You set a clear vision, align your team around common objectives, and foster commitment to these objectives
• You are proactive in identifying the root cause of issues and developing solutions
• You inspire breakthrough thinking and continuous improvement
• You are experienced in and able to navigate difficult conversations
• You have highly effective verbal and written communication skills
• You have strong interpersonal communication skills
• You are an effective problem-solver
• You have excellent attention to detail
• You effectively balance autonomy and collaboration
• You are able to read, write, fluently speak and understand the English language
• You are proficient in the use of Microsoft Office, particularly Microsoft Excel
• You have an knowledge of Arc’teryx products and/or other outdoor related products
• Your passion for your work is paralleled by your passion for getting outside and living it