Connection Centre Supervisor

Pomeroy Lodging LP; Calgary; On-site; CAD 60,000 - 75,000; Full time

Job summary

Pomeroy Lodging is seeking a Connection Centre Supervisor to lead daily operations at the Calgary corporate office. You will coach Guides, manage schedules, and ensure high-quality guest conversations while maintaining service levels and data-driven improvements.

The role is full-time and office-based, with responsibilities across reservations, guest care, and team development. Flexibility to adapt to guest demand is required.

Qualifications

• Two to four years of progressive experience in a call centre, reservations, hospitality, customer service, or related service environment.
• Previous supervisory, team-leading, or coaching experience is preferred.
• A strong understanding of call centre operations, including service levels, call abandonment, productivity, quality assurance, and reservation conversion.
• Experience with employee scheduling, live call monitoring, and adjusting staffing to meet demand.
• The ability to coach others, communicate clear expectations, and support individual growth.
• Confidence interpreting operational data and turning insights into practical action.
• Experience using call-handling, customer relationship management, reservation, workforce management, and reporting systems.

Responsibilities

• Coordinate daily Connection Centre operations to ensure Guides have resources and support for exceptional service.
• Prepare and maintain employee schedules based on call volumes and business demand.
• Monitor queues, wait times, and staffing; adjust breaks and assignments for responsiveness.
• Support Guides with complex inquiries, reservation concerns, and guest service recovery.
• Conduct regular call reviews and provide coaching to strengthen communication and guest care.
• Hold monthly one-on-one conversations focused on performance and development.
• Support recruitment, onboarding, and training for new Guides.

Skills

Call centre operations

Supervisory coaching

Scheduling and staffing

Data interpretation

CRM & reservation systems

Tools

CRM systems

Reservation systems

Workforce management tools

Reporting systems

Job description

Connection Centre Supervisor — Yora Nordic Spa
Location: Pomeroy Lodging Corporate Office, Downtown Calgary, AB
Position Type: Full-Time | Office-Based

Lead the team behind a confident first impression.

At Yora, the guest journey often begins with a conversation. Before guests arrive, they turn to us for guidance, reassurance, and help choosing their experience. Our Connection Centre makes those first moments feel welcoming and effortless.

As our Connection Centre Supervisor, you’ll lead the daily operations that make this possible. Through thoughtful scheduling, hands-on support, and meaningful coaching, you’ll help our Guides deliver warm, knowledgeable service while keeping the team responsive, organized, and ready for each guest.

Based at the Pomeroy Lodging Corporate Office in downtown Calgary and reporting to the Connection Centre Manager, you’ll support a team serving guests across Yora Nordic Spa locations.

At Yora, our values are Simple, Inclusive, Natural, and Social. You’ll bring them to life through the way you lead your team and care for our guests.

What You’ll Do

• Coordinate daily Connection Centre operations, ensuring Guides have the information, resources, and support to deliver exceptional service.

• Prepare and maintain employee schedules based on anticipated call volumes and business demand.

• Monitor call queues, wait times, and staffing throughout each shift, adjusting breaks and assignments to maintain responsive service.

• Support Guides with complex inquiries, reservation concerns, and guest service recovery.

• Conduct regular call reviews and provide practical, constructive coaching that strengthens communication, accuracy, and guest care.

• Hold monthly one-on-one conversations focused on performance, development, and employee wellbeing.

• Support recruitment, onboarding, and training, helping new Guides build confidence in Yora’s experiences and reservation systems.

• Recognize strong performance and address performance gaps with clear expectations and timely follow‑up.

• Monitor service quality, productivity, reservation conversion, and schedule adherence, using operational data to guide improvements.

• Coach Guides to turn qualified inquiries into reservations through thoughtful recommendations that meet guest needs.

• Maintain accurate reservations, reporting, and follow‑up processes while reinforcing privacy and payment security requirements.

• Partner with spa teams to keep guest information consistent and resolve recurring booking or service concerns.

• Oversee daily Connection Centre operations in the Manager’s absence.

What You’ll Bring

• Two to four years of progressive experience in a call centre, reservations, hospitality, customer service, or a related service environment.

• Previous supervisory, team‑lead, or coaching experience is preferred.

• A strong understanding of call centre operations, including service levels, call abandonment, productivity, quality assurance, and reservation conversion.

• Experience with employee scheduling, live call monitoring, and adjusting staffing to meet demand.

• The ability to coach others, communicate clear expectations, and support individual growth.

• Confidence interpreting operational data and turning insights into practical action.

• Experience using call‑handling, customer relationship management, reservation, workforce management, and reporting systems.

• Strong organization, communication, and problem‑solving skills.

• A calm, supportive, and decisive approach when priorities shift.

• A genuine interest in hospitality, wellness, and creating exceptional guest experiences.

Your Work Environment

This is a full‑time, office‑based position at the Pomeroy Lodging Corporate Office in downtown Calgary. You’ll be actively involved in daily operations, supporting Guides, monitoring performance, and collaborating with spa teams.

The role involves extended computer and telephone use. Flexibility to work mornings, evenings, weekends, and holidays is required based on guest demand.

Help Your Team Create Confidence

Your planning helps guests reach us. Your coaching helps Guides succeed. Your leadership helps every conversation feel welcoming, informed, and reassuring.