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Added 2 mins ago
CS
Member Services Representative - Prince Albert, SK
CAA Saskatchewan
Prince Albert, SK
- Full-time
…protection. We have also been acknowledged for our excellent customer service, as noted by awards bestowed to us in this category by several reputable organizations. This honorable…
Added 2 mins ago
AM
Pre-Planning Director
Arbor Memorial Inc.
Thorold, ON
- Full-time
Passion for customer care demonstrated in previous professional experiences and a strong discipline for working in a customer-centric service organization. Experience in business…
Added 17 mins ago
CN
Fresh Clerk
Community Natural Foods
Calgary, AB
- Part-time
Manage and resolve customer complaints effectively and understand when a situation requires a manager's intervention.
Added 17 mins ago
PP
Health care aide Temporary 7am to 1:30pm/ 3pm
Park Place Seniors Living, Inc.
AB · Edmonton, AB
- Part-time
Under the direction of the Registered Nurse and Licensed Practical Nurse and supervision by the Resident Care Manager, the Health Care Aide (HCA) provides direct personal and nursing care…
Added 32 mins ago
BC
Registered Practical Nurse - Operating Room
Brant Community Healthcare System
Brantford, ON
- Full-time
Reporting to the Manager, Operating Room, PACU and Day Surgery, the successful applicant will be responsible for comprehensive nursing care in the operating room and must meet the following…
Added 32 mins ago
VC
Customer Success Representative
Valsoft Corporation
Remote, Canada
- $60,000 to $70,000 CAD / year
- Full-time
- Remote
…voice inside Asteris, and report to Jamie Phippen, Head of Customer…
Added 1 hour ago
BC
Registered Nurse - Medical B7
Brant Community Healthcare System
Brantford, ON
- Full-time
Reporting to the Clinical Manager, Medically Integrated Program, the successful applicant will be responsible for providing evidence based, comprehensive, safe, effective and ethical…
Added 1 hour ago
BC
Registered Practical Nurse - Operating Room
Brant Community Healthcare System
Brantford, ON
- Full-time
Reporting to the Manager, Operating Room, PACU and Day Surgery, the successful applicant will be responsible for comprehensive nursing care in the operating room and must meet the following…
Added 1 hour ago
BC
Communication Assistant
Brant Community Healthcare System
Brantford, ON
- Full-time
At BCHS, we are driven by a bold vision: To Lead Beyond Care. As a two-site community hospital system in Brantford and Paris, Ontario, we serve with purpose, passion, and a deep commitment…
Added 1 hour ago
BC
Medical Radiation Technologist
Brant Community Healthcare System
Brantford, ON
- Full-time
The Brantford General is an acute care hospital
Added 1 hour ago
BC
Registered Practical Nurse - Cardiology/Telemetry
Brant Community Healthcare System
Brantford, ON
- Full-time
Reporting to the Manager, Medical Cardiology, the successful applicant will be responsible for comprehensive nursing care in the Medical Cardiology program and must meet the following…
Added 1 hour ago
BC
Registered Nurse - Operating Room
Brant Community Healthcare System
Brantford, ON
- Full-time
Reporting to the Clinical Manager, Operating Room, PACU and Day Surgery, the successful applicant will be responsible for comprehensive nursing care in the operating room program and must…
Added 1 hour ago
SC
Recreation Attendant
Shepherd's Care Foundation
Vanguard, SK
- Full-time
Reporting to the Recreation Therapy Manager, the Recreation Attendant supports the planning, delivery, and evaluation of recreation therapy programs in accordance with SCF’s Mission,…
Added 1 hour ago
BC
Registered Practical Nurse - Cardiology/Telemetry
Brant Community Healthcare System
Brantford, ON
- Full-time
Reporting to the Manager, Medical Cardiology, the successful applicant will be responsible for comprehensive nursing care in the Medical Cardiology program and must meet the following…
Added 1 hour ago
SD
Assistant Front Store Manager, Hourly Full Time Flexible Shifts
Shoppers Drug Mart
Edmonton, AB
- Full-time
Join a locally owned and operated store to help deliver health, beauty and convenience services in your community, and keep the customer at the centre of everything you do.
Added 1 hour ago
SD
Merchandiser, Hourly Part Time Flexible Shifts Greenlight Requisition
Shoppers Drug Mart
Toronto, ON
- Part-time
Join a locally owned and operated store to help deliver health, beauty and convenience services in your community, and keep the customer at the centre of everything you do.
Added 2 hours ago
I
Carpenter
IICRC
Comox, BC
- Full-time
Accurately document work completed and report progress to the Project Manager.
Added 2 hours ago
I
Painter
IICRC
Comox, BC
- Full-time
Added 2 hours ago
LP
Youth Initiatives Coordinator
Lethbridge Polytechnic
Lethbridge, AB
- Internship
Reporting to the Manager, Youth Initiatives, the coordinator will collaborate with various internal departments and external stakeholders, as they undertake the following responsibilities:
Added 2 hours ago
A
Branch Manager, Carstairs
ATB
Carstairs, AB
- Full-time
…recognized as one of Canada's top employers thanks to our high-care, high-performance culture, upheld by the three commitments we make to our team…
Added 2 hours ago
Key Holder - Jo Malone London - Parttime - Metropolis at Metrotown - Burnaby BC
Estée Lauder Companies
Burnaby, BC
We are looking for a dynamic and inspirational Key Holder to support the Store Manager and Assistant Manager to ensure the smooth efficient running of the Store. You will use your…
Added 2 hours ago
M
Senior Finance Manager, AI Business Solutions
Microsoft
Goodwood, ON
- Full-time
…developing solid partnerships with the local MCAPS (Microsoft Customer and Partner Solutions) sales teams, building trust and credibility by offering valuable and actionable insights to…
Added 2 hours ago
Assistant Manager
EssilorLuxottica Group
Ottawa, ON
o Comp Sales, % Sales to Plan; Conversion & Customer Count, Comp Growth; Increased Traffic; Store Operating Profitability; Continuity of Care, Exam Growth & Retention Goals; Net Promoter…
Added 2 hours ago
CO
Social Worker
City of Greater Sudbury
Sudbury, ON · Greater Sudbury, ON
- Full-time
A vulnerable sector check is required for this position and will be requested by the Hiring Manager should you be the candidate of choice. Please do not submit your vulnerable sector check…
Added 2 hours ago
DW
Assistant Manager Quality Assurance
Durabuilt Windows & Doors
AB · Edmonton, AB
- Full-time
We are a team of doers, thinkers, and problem-solvers who care deeply about each other and the customers we serve. If you are passionate about meaningful work, building relationships, and…

Pomeroy Lodging

Connection Centre Supervisor

Calgary, AB, Canada

Full-time

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Job details

Job type: Full-time
Apply by: Dec 5, 2026
Posting language: English
Posted: Nov 5, 2026

Original 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.

If you enjoy developing people and bringing out the best in a busy service team, we’d love to hear from you. Apply today to join Yora as our Connection Centre Supervisor.

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More about this job

Responsibilities

Lead daily Connection Centre operations by scheduling and supporting Guides, monitoring service levels, and adjusting staffing to meet guest demand. Coach and develop employees, oversee service quality and reservation performance, maintain accurate and secure processes, and coordinate with spa teams.

Requirements

Requires two to four years of progressive experience in a call centre, reservations, hospitality, customer service, or a related service environment; supervisory, team-lead, or coaching experience is preferred. Candidates should understand call centre operations and scheduling, be comfortable using operational data and relevant service systems, and demonstrate strong communication, organization, and problem-solving skills.

Skills

Team Leadership
Employee Scheduling
Call Queue Monitoring
Call Centre Operations
Coaching and Performance Management
Quality Assurance
Guest Service Recovery
Reservation Management
Operational Data Analysis
Reservation Conversion
Recruitment and Onboarding
Workforce Management
Communication
Problem-Solving
Privacy and Payment Security

Visa sponsorship

Not detected in the job text

Keywords

Connection Centre
Call Centre Operations
Call Queues
Service Levels
Call Abandonment
Productivity
Quality Assurance
Reservation Conversion
Employee Scheduling
Live Call Monitoring
Call Handling Systems
Reservation Systems
Workforce Management Systems
Reporting Systems
Guest Service Recovery
Onboarding
Performance Coaching
Operational Data
Privacy
Payment Security
Hospitality
Wellness
Guest Experience

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