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Added 12 mins ago
A
Digital Campaign Specialist (Bangkok Based, relocation provided)
Agoda
Vancouver, BC
- Full-time
Execute Partner Marketing Campaigns: Manage the end-to-end execution of our partners’ campaigns while ensuring timelines, quality, and stakeholder alignment.
Added 12 mins ago
A
Senior Analyst (Supply Analytics, Bangkok-based, Relocation provided)
Agoda
Vancouver, BC
- Full-time
…decision support to optimize Agoda’s supply ecosystem. We analyze partner and marketplace dynamics, build forecasts and models, run experiments, and create scalable dashboards and data…
Added 12 mins ago
A
Content Marketing Manager, B2B Marketing (Bangkok Based, relocation provided)
Agoda
Vancouver, BC
- Full-time
Partner with Product, Sales, and Strategy teams to articulate compelling value propositions, product differentiation, and customer benefits.
Added 12 mins ago
A
Campaign Execution Specialist (Bangkok Based, relocation provided)
Agoda
Vancouver, BC
- Full-time
Execute Partner Marketing Campaigns: Manage the end-to-end execution of our partners’ campaigns while ensuring timelines, quality, and stakeholder alignment.
Added 12 mins ago
A
Specialist/ Senior specialist, Marketing Campaign (Bangkok Based, relocation provided)
Agoda
Vancouver, BC
- Full-time
Execute Partner Marketing Campaigns: Manage the end-to-end execution of our partners’ campaigns while ensuring timelines, quality, and stakeholder alignment.
Added 12 mins ago
A
Analyst/Senior Analyst, B2B Digital Marketing (Bangkok Based, relocation provided)
Agoda
Vancouver, BC
- Full-time
The B2B Digital Marketing team sits within Agoda’s B2B Marketing organization and is responsible for delivering high‑quality, scalable marketing campaigns for our partners across B2B2C…
Added 12 mins ago
LH
Physiotherapist
Lifemark Health Group
Orillia, ON
- $36.92 to $51.17 CAD / hour
- Internship
…are creating a connected, patient-first ecosystem that brings quality care to more Canadians, every day. Our vision is to create a future where interdisciplinary healthcare providers are…
Added 13 mins ago
RP
Director, Human Resources - CAN
RESA Power
Calgary, AB
- Full-time
Partner with U.S. HR leadership and shared services to implement enterprise programs while addressing Canadian legal and operational requirements.
Added 27 mins ago
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Assistant Manager Quality Assurance
Durabuilt Windows & Doors
AB · Edmonton, AB
- Full-time
Partner cross-functionally to achieve quality objectives and resolve issues
Added 27 mins ago
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Director, Product Engineering
ProFound Talent Inc.
AB · Edmonton, AB
- Full-time
Partner with the CEO and senior leadership to shape and execute the engineering plan and product roadmap aligned with business objectives and market opportunities.
Added 27 mins ago
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DCN Design for Manufacturing Engineer
SLB
Calgary, AB
- Full-time
…ensuring products are designed for efficient production, assembly, quality, and cost-effectiveness. Applying expertise in DFM/DFA methodologies, they will drive design optimization efforts,…
Added 27 mins ago
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Google Ads Specialist
Search Engine People Inc.
Pickering, ON
- $60,000 to $80,000 CAD / year
- Full-time
As a Google Premier Partner, we work with businesses across Canada and the United States, delivering measurable results through SEO, paid advertising, analytics, conversion optimization,…
Added 27 mins ago
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Senior Product Manager, Echo MS
Danaher
Concord, ON
- $130,000 to $150,000 CAD / year
- Full-time
…cases, and launch-ready solutions, while monitoring product…
Added 43 mins ago
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Ingénieur Manufacturier Senior - Réparation de composants / Senior Manufacturing Engineer - Componen
Rolls-Royce
Montreal, QC
- Full-time
Added 43 mins ago
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Mental Health and Substance Use Worker | ACT Team
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- Full-time
Interior Health and our partner agencies provide a range of mental health and substance use services for all ages. We strive to ensure that our services are welcoming of all peoples, gender…
Added 43 mins ago
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Project Leader, Clinical Operations
Fraser Health
Surrey, BC
- Full-time
Partner with stakeholders to design and optimize services
Added 43 mins ago
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Senior Site Reliability Engineer
Punt
Canada
- Full-time
Partner with backend and frontend engineering teams to improve release safety, rollback strategies, automated testing gates, deployment visibility, and production support practices.
Added 43 mins ago
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Backend Engineer (Intermediate)
Punt
Canada
- Full-time
Bring an AI-forward engineering mindset, using modern AI-assisted development and automation practices to improve engineering velocity, code quality, and team leverage.
Added 43 mins ago
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Senior Data Engineer (Lead)
Punt
Canada
- Full-time
Partner with analytics, AI, engineering, and business teams to define data contracts, event schemas, and shared data standards.
Added 43 mins ago
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Site Reliability Engineer (Intermediate)
Punt
Canada
- Full-time
Partner with backend and frontend engineering teams to improve release safety, rollback strategies, automated testing gates, deployment visibility, and production support practices.
Added 43 mins ago
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Senior Backend Software Engineer
Punt
Canada
- Full-time
Bring an AI-forward engineering mindset, using modern AI-assisted development and automation practices to improve engineering velocity, code quality, and team leverage.
Added 43 mins ago
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Associate Data Engineer
Punt
Vancouver, BC
- Full-time
Data Quality & Monitoring: Implement freshness, volume, and anomaly checks to catch edge cases and prevent stale or corrupted data from reaching stakeholders.
Added 58 mins ago
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Program Facilitator, Financial Aid & Scholarships (Part-Time)
Visions of Science
Toronto, ON
- Part-time
…educators, and fellow facilitators, you will help deliver high-quality programming while building meaningful relationships with participants and fostering safe, welcoming, and inclusive…
Added 1 hour ago
DG
Resource Manager, Scheduling
Doane Grant Thornton LLP
Toronto, ON
- Full-time
…demands while maintaining operational effectiveness and service…
Added 1 hour ago
NN
E-Commerce Activation Manager (18-month contract)
Nestlé Nespresso SA
Montreal, QC
- Full-time
Nestlé Nespresso SA is a pioneer and is widely regarded as one of the top references in the field of high-quality portioned coffee. The company works with more than 168,550 farmers in 18…

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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