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Call Centre Shift Manager

Pacrim Hospitality Services Inc. (Pacrim) is a privately-owned hotel management and development company. We own and manage 10 full-service hotels/resorts and a travel agency in the Atlantic Canada Area. We are an industry leader in the Atlantic Canada hospitality and tourism sector to identify, manage, develop, and build strategic products and services targeting the fast-growing Asian inbound tourism market.

Reference#: TA0125

Salary/Wage: $34.00-36.00/hour

Position Summary: Call Centre Shift Managers are responsible for directing agents’ workflow and workload as well as handling complaints, concerns and questions from customers.  They are responsible for ensuring the most efficient operations via planning, organizing, training, supervising, and controlling the operations of Pacrim’s travel agency and call centre. Primary goal is to increase customer satisfaction and ensure that the agents meet their weekly, monthly, and quarterly quotas.

Duties & Responsibilities:

  • Plan, organize, direct, control and evaluate the operations of Pacrim’s travel agency and call centre reservation services.
  • Hire, train, and onboard new Call Center Agents as required to meet quotas.
  • Provide coaching and assistance to call center agents on an ongoing basis, whether it be customer service support or technical support.
  • Plan, organize, direct, control and evaluate the operations of Pacrim’s travel agency and call centre reservation services.
  • Plan, develop and organize the policies and procedures of Pacrim’s travel agency.
  • Oversee and ensure conflict resolution between associates and customers.
  • Process weekly sales leads reports for submission to management.
  • Ensure that all employees follow the company’s best practices for call center management and operations.
  • Develop presentations and talks to motivate and educate call center agents on sales and marketing techniques.
  • Communicate company goals to associates and give assessments.
  • Conduct periodic surveys of customers and potential customers to ensure quality control.
  • Keep track of inventory, budget, sales and marketing projects, and other managerial duties.

Education & Skills:

  • A bachelor’s degree or diploma in business, administration, communications, or related field is preferred.
  • Excellent communication, management, interpersonal, and leadership skills required.
  • Advanced conflict resolution skills required.
  • Ability to work overtime as necessary to meet quotas and guide team.

Additional Information: Position entails some traveling within Nova Scotia. Physical reporting location is Bedford, PHS Corporate Headquarters.

Language(s): English essential, but candidates with foreign language skills that match profile of international clientele and Pacrims tourism goals is an asset.

Start Date: ASAP

Number of Vacancies: 2

Work Hours: 40 hours/week

Workdays: Weekdays and Weekends, Day and Night Shifts

Employment Term: Full-Time, Permanent

Benefits: Benefits Package available


Send resumes to: Human Resources Manager, hr@pacrimhospitality.com


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