Call Centre Supervisor

Summary 

The Call Centre Supervisor leads our dynamic contact centre team, ensuring exceptional guest service for guests reaching out via phone, email, and chat. Overseeing inquiries for both of our locations, you’ll play a key role in shaping the guest experience, supporting your team, and optimizing workflows to enhance efficiency and satisfaction.  

To excel in this role, you are a friendly, positive, and solutions-oriented individual who actively seeks and respond to guest feedback, using it to identify opportunities for growth and improvement. You take pride in creating seamless and efficient experiences for all guests while fostering a supportive and motivated team. 

Responsibilities and duties include but aren’t limited to: 

• Supervising and supporting the contact centre team, fostering an inclusive and positive environment

• Overseeing and implementing sales activities to increase profitability, adopt marketing and promotional initiatives, and ensure agents participate and implement sales training strategies

• Training and scheduling employees within the contact centre team

• Fostering the WildPlay culture within staff members

• Interacting with guests to ensure expectations are set, met, and exceeded

• Leading by example and filling-in for call centre agents when required

• Ensuring that the contact centre team works efficiently and proactively to accomplish tasks

• Troubleshooting POS systems and escalating any technical issues when required

• Ensuring that WildPlay's guest experience and service standards are met in every area of the guest experience

• Overseeing financial disputes and chargebacks

• Working as a productive, positive, and cohesive member of the Leadership Team

• Responding to issues escalated to the Call Centre Supervisor, either by amending the situation or by escalating to Guest Service Manager

• Carry out other duties as assigned by Guest Service Manager

Required Qualifications and Skills 

• Extensive experience with supervising within a customer service environment

• Proven experience providing team leadership and mentorship

• Dedicated and highly motivated to lead others

• Able to work and communicate both as part of a team and independently

• Expertise in WildPlay's products, services, and park processes considered an asset

• Proven ability to promote products, and services that lead to immediate and future customer retention

• Strong technical abilities, including the ability to work with standard Microsoft Office applications, reservation systems, with the willingness to learn new software and computer systems

• Demonstrated ability to exceed guest expectations

• Able to multi-task, adhere to timelines, and solve problems with attention to detail

• Excellent written and verbal communication skills

• Solid judgment and critical thinking skills

• Experience within a contact centre environment preferred

• Formal, post-secondary education in related fields considered an asset but not required

• Physical demands include standing, sitting, and occasional bending/twisting/ kneeling

Work Relationships: 

The Call Centre Supervisor reports to the Guest Service Manager and Operations Manager. They supervise a member of call centre agents who look to this role for support.  

Work Schedule:     

The Call Centre Supervisor works a flexible schedule of full-time work based on the needs of the business. There may be requirements to travel to various site locations when appropriate (e.g. Zipline to the Falls, Whirlpool Adventure Course, Niagara Contact Centre). Schedule demands include working both evenings, weekends, and holidays, and when appropriate and beneficial to job responsibilities.