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Added 19 mins ago
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Operations Manager (Labels)
DCM
Brampton, ON
- $93,755 to $117,194 CAD / year
- Full-time
As an Operations Manager (Labels), you’ll lead day-to-day operations to keep production safe, efficient, and productive. You’ll manage the Scheduling, Press, Rewinding, and Receiving teams,…
Added 19 mins ago
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Senior Financial Analyst
DCM
Brampton, ON
- $80,133 to $100,166 CAD / year
- Full-time
Lead the annual budget, periodic forecasts, and long-range planning in partnership with plant leadership
Added 19 mins ago
LC
Coordinator - System
Linamar Corporation
Guelph, ON
- Full-time
Lead/Monitor and co-ordinate layered audits, identity gaps and report out to management.
Added 19 mins ago
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Recreation Manager
Extendicare
Port Stanley, ON · LTC - Port Stanley (East Rd.)
- Full-time
Lead, Manage and motivate recreation staff and volunteers to meet department and
Added 34 mins ago
OW
Specialist Fisheries and Seafood
Ocean Wise
Vancouver, BC
- Full-time
Lead rapid assessments for Canadian small-scale fisheries and contribute to science-based recommendation processes.
Added 34 mins ago
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Vice President of Engineering
Vantage
Remote, Canada
- $200,000 CAD / year
- Full-time
- Remote
As Vantage's engineering organization grows, we're adding a second VP of Engineering to help lead it. Reporting to our CTO, you'll lead a group of engineering teams through their managers…
Added 48 mins ago
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Youth Initiatives Coordinator
Lethbridge Polytechnic
Lethbridge, AB
- Internship
…dynamic, organized Youth Initiatives Coordinator to take the lead on our innovative programs. As the driving force behind dual credit programming and exploratory learning experiences,…
Added 1 hour ago
S
Interim Store Director (10 Month Contract)
sephora.com
Calgary, AB
- Full-time
…the world. Our constant innovation, our ability to see and lead trends, and our focus on providing an outstanding customer experience make us the most-loved beauty community and top of mind…
Added 1 hour ago
S
DCN Project Director
SLB
Calgary, AB
- Full-time
SLB is seeking a highly qualified and motivated Project Director to lead the delivery of a Data Center project location consisting of multiple buildings and associated infrastructures…
Added 1 hour ago
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DCN Design for Manufacturing Engineer
SLB
Calgary, AB
- Full-time
Lead design reviews focused on manufacturing feasibility, tolerance analysis, material selection, and assembly optimization.
Added 1 hour ago
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DCN Project Engineering Manager
SLB
Calgary, AB
- Full-time
Lead or oversee all mechanical and structural technical activities and discussions within Team, Project, or Product Line.
Added 1 hour ago
MG
Registered Nurse (General Internal Medicine T8)
Michael Garron Hospital
Toronto, ON
- Temporary
Strong leadership skills and experience taking the lead in multidisciplinary teams.
Added 1 hour ago
NS
Dental Hygienist - Public Health
Nova Scotia Health Authority
Sydney Indian Reserve No. 28A, NS · Sydney, NS
- Internship
…health and reduce health inequities. The Dental Hygienist is the lead on oral health /initiatives and participates collaboratively in advocacy work as it relates to oral health. They use a…
Added 1 hour ago
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FOH/ Barista / Pastry Team Member
Big League Food Company
Hamilton, ON
- $19 CAD / hour
- Part-time
Support the Pastry Lead by: prepping ingredients, managing incoming product, tracking and assuring accurate inventory, packaging product, prepping product for delivery, maintaining good…
Added 1 hour ago
A
Senior Analyst (Supply Analytics, Bangkok-based, Relocation provided)
Agoda
Vancouver, BC
- Full-time
Identify, support, and lead projects aimed at scaling up the way the Supply organization leverages on data, insights, and intelligence.
Added 1 hour ago
A
Senior Manager, Marketing Strategy (Bangkok-based, relocation provided)
Agoda
Vancouver, BC
- Full-time
The Performance Marketing team is looking for a strategic and data-driven Senior Manager to lead the marketing function for one of Agoda's most strategic partnerships, owning the P&L,…
Added 1 hour ago
A
Senior Manager - Flights Marketing (Bangkok-based, relocation provided)
Agoda
Vancouver, BC
- Full-time
Lead, mentor, and develop a team of analysts and managers; participate in hiring and onboarding new team members.
Added 1 hour ago
A
Senior Manager, Performance Marketing (Bangkok-based, relocation provided)
Agoda
Vancouver, BC
- Full-time
The Performance Marketing team is looking for a strategic and data-driven Senior Manager to lead the marketing function for one of Agoda's most strategic partnerships, owning the P&L,…
Added 1 hour ago
A
Content Marketing Manager, B2B Marketing (Bangkok Based, relocation provided)
Agoda
Vancouver, BC
- Full-time
Establish content performance metrics and continuously optimize the strategy based on audience engagement, lead generation, and pipeline contribution.
Added 1 hour ago
A
Associate Manager/Manager, B2B Pricing & Commercial Strategy (Bangkok-based, relocation provided)
Agoda
Vancouver, BC
- Full-time
…testable pricing and marketing levers, design measurement, and lead cross‑functional rollouts that improve business outcomes. You will work closely with the commercial organization and…
Added 1 hour ago
A
Senior Manager, Marketing Analytics (Bangkok-based, relocation provided)
Agoda
Vancouver, BC
- Full-time
The Performance Marketing team is looking for a strategic and data-driven Senior Manager to lead the marketing function for one of Agoda's most strategic partnerships, owning the P&L,…
Added 1 hour ago
A
Associate Manager/Manager, B2B Pricing & Growth Strategy (Bangkok-based, relocation provided)
Agoda
Vancouver, BC
- Full-time
…testable pricing and marketing levers, design measurement, and lead cross‑functional rollouts that improve business outcomes. You will work closely with the commercial organization and…
Added 1 hour ago
A
Marketing Growth Strategy & Analytics (Bangkok-based, relocation provided)
Agoda
Vancouver, BC
- Full-time
…execution. You'll translate business goals into structured plans, lead cross-functional programs, and use data and experimentation to unlock growth. This role sits at the center of key…
Added 1 hour ago
A
Analyst, Pricing (Bangkok Based, relocation provided)
Agoda
Vancouver, BC
- Full-time
Build and lead experimentation roadmaps, including test design, success measures, decision frameworks, and post-test actions.
Added 1 hour ago
IS
Production Controller- Ship Repair
Irving Shipbuilding
Halifax, NS
- Full-time
…Limited, you are part of a dynamic team of professionals who lead with integrity and are passionate about delivering results. With a culture that nurtures talent and creates an inclusive…

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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