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Pomeroy Lodging

Connection Centre Supervisor

Calgary, AB, Canada

Full-time

Apply About employer

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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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