Guest Contact Centre Manager

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 Guest Contact 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.

The Why...

• 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

The What...

Here’s some of what you can expect as part of the role…

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, senior guest contact centre 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.
• To 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.
• To communicate information between centres and GCC team when relevant.
• To ensure that all available sales opportunities are maximized to achieve the sales targets
• Aim to always exceed guests’ expectations on every call.
• To 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 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

The Who…

The be a successful Guest Contact Centre Manager, you’ll have:

• Experience in a contact centre role, at management level.
• Previous contact centre sales experience
• Bilingual in French as 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 flexible and adaptable to different working situations
• Be a committed team member
• Great communicator
• Target driven
• Have a problem-solving attitude

Splitsville Entertainment is Canada’s premier family entertainment centre! Our modern facilities combine state-of-the‑art 10 pin bowling, high‑quality casual dining, arcades, laser tag, and other entertainment options to make your visit a one‑of‑a‑kind experience.

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.

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