Contact Centre Manager
About the role
Overview:
Flyover is an award-winning immersive flying theatre experience that transports guests through the planet’s most epic places. The attraction utilizes flight motion seats engineered to swoop, dip and turn, giving guests a feeling of flight, while a 65-foot spherical screen provides guests with an unparalleled fight across iconic locations and natural landscapes. Special effects, including wind, mist and scents, to create an unforgettable entertainment experience. Flyover attractions are located in Chicago; Las Vegas; Reykjavik, Iceland; and Vancouver, Canada. For more information, visit www.Flyoverattractions.com.
What is the compensation for this role?:
The salary for this position is $60,000-68,000.00 CAD annually
What will you do in this job?:
- Oversee daily Call Centre operations, including scheduling, real-time queue monitoring, task coordination, adherence to service standards, live support for agents, and ensuring systems and tools are functioning effectively.
- Respond to escalated guest issues and resolve complex inquiries.
- Monitor performance and provide regular training, coaching and feedback to address skill or knowledge gaps.
- Track Call Centre performance and ensure targets and KPIs are achieved.
- Identify process improvements and operational trends to increase efficiency and enhance guest experience.
- Build scalable systems, including process documentation, training materials, and a knowledge base.
- Other duties and projects as assigned.
What skills and experience do you need for this job?:
Education:
- A minimum of 2 years of experience working in a call centre environment.
Ideal Experience:
- Working knowledge of contact centre technologies, ticketing platforms, and CRM systems; experience with Five9 and HubSpot is an asset.
- Previous experience working in the hospitality or tourism industry is an asset.
- Strong analytical skills with the ability to interpret performance metrics and implement data-driven improvements.
- Proven ability to lead and support a small, distributed team, including remote employees.
What will your work environment be like?:
The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodation may be provided to enable an individual with disabilities to perform these essential functions.
- Ability to sit or stand for extended periods of time.
- Comfortable using a computer, phone, and standard office equipment for prolonged periods.
- Occasional light lifting (up to 20 lbs.).
EEO:
Welcoming All Applicants
At Flyover, we value a strong team built on respect and professionalism. We seek individuals who bring talent, enthusiasm, and a commitment to great guest experiences. Our hiring decisions are based on skills and qualifications, as well as alignment with our mission and values.
We evaluate qualified applicants without regard to race, color, age, religion, gender, sexual orientation, disability, veteran status, and other protected characteristics. To handle this job successfully, any person hired must be able to perform each task effectively. We welcome all applicants and are happy to provide accommodation upon request.
Thank you for your interest in this opportunity. To ensure a smooth process, we kindly request that candidates refrain from calling about the status of their application. Only those selected for an interview will be contacted. We appreciate your understanding.
About Flyover Attractions by The Pursuit Collection
Let Wonder Take Over Flyover grabs all your senses to immerse you in landscapes, stories and culture. Using the power of unique perspectives, the sensations of flight and complete sensory engagement, you'll soar over, around and through the world's most epic places.
Spark Your Curiosity We believe great stories inspire. Each Flyover journey begins with an insider’s look at the fascinating people, distinct cultures and incredible locations you’ll soon explore from above, immersing guests deeper into the Flyover experience.
Amplify Your Senses After you’ve explored the stories, spirit and history of your destination, you’ll take to the skies on an immersive flying journey. You’ll sit with your feet dangling before a massive spherical screen and be transported over iconic locations and natural wonders. Sights, scents and sounds, combined with precisely programed motion, capture the unmistakable feeling of flight and create an unforgettable feeling of wonder.
Leave Inspired Commemorate your adventure with a souvenir photograph or a memento from the gift shop. Then, stop in at The Flying Whale Waterfront Cafe and enjoy coffee, cocktails, snacks and incredible harbour views.
Contact Centre Manager
About the role
Overview:
Flyover is an award-winning immersive flying theatre experience that transports guests through the planet’s most epic places. The attraction utilizes flight motion seats engineered to swoop, dip and turn, giving guests a feeling of flight, while a 65-foot spherical screen provides guests with an unparalleled fight across iconic locations and natural landscapes. Special effects, including wind, mist and scents, to create an unforgettable entertainment experience. Flyover attractions are located in Chicago; Las Vegas; Reykjavik, Iceland; and Vancouver, Canada. For more information, visit www.Flyoverattractions.com.
What is the compensation for this role?:
The salary for this position is $60,000-68,000.00 CAD annually
What will you do in this job?:
- Oversee daily Call Centre operations, including scheduling, real-time queue monitoring, task coordination, adherence to service standards, live support for agents, and ensuring systems and tools are functioning effectively.
- Respond to escalated guest issues and resolve complex inquiries.
- Monitor performance and provide regular training, coaching and feedback to address skill or knowledge gaps.
- Track Call Centre performance and ensure targets and KPIs are achieved.
- Identify process improvements and operational trends to increase efficiency and enhance guest experience.
- Build scalable systems, including process documentation, training materials, and a knowledge base.
- Other duties and projects as assigned.
What skills and experience do you need for this job?:
Education:
- A minimum of 2 years of experience working in a call centre environment.
Ideal Experience:
- Working knowledge of contact centre technologies, ticketing platforms, and CRM systems; experience with Five9 and HubSpot is an asset.
- Previous experience working in the hospitality or tourism industry is an asset.
- Strong analytical skills with the ability to interpret performance metrics and implement data-driven improvements.
- Proven ability to lead and support a small, distributed team, including remote employees.
What will your work environment be like?:
The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodation may be provided to enable an individual with disabilities to perform these essential functions.
- Ability to sit or stand for extended periods of time.
- Comfortable using a computer, phone, and standard office equipment for prolonged periods.
- Occasional light lifting (up to 20 lbs.).
EEO:
Welcoming All Applicants
At Flyover, we value a strong team built on respect and professionalism. We seek individuals who bring talent, enthusiasm, and a commitment to great guest experiences. Our hiring decisions are based on skills and qualifications, as well as alignment with our mission and values.
We evaluate qualified applicants without regard to race, color, age, religion, gender, sexual orientation, disability, veteran status, and other protected characteristics. To handle this job successfully, any person hired must be able to perform each task effectively. We welcome all applicants and are happy to provide accommodation upon request.
Thank you for your interest in this opportunity. To ensure a smooth process, we kindly request that candidates refrain from calling about the status of their application. Only those selected for an interview will be contacted. We appreciate your understanding.
About Flyover Attractions by The Pursuit Collection
Let Wonder Take Over Flyover grabs all your senses to immerse you in landscapes, stories and culture. Using the power of unique perspectives, the sensations of flight and complete sensory engagement, you'll soar over, around and through the world's most epic places.
Spark Your Curiosity We believe great stories inspire. Each Flyover journey begins with an insider’s look at the fascinating people, distinct cultures and incredible locations you’ll soon explore from above, immersing guests deeper into the Flyover experience.
Amplify Your Senses After you’ve explored the stories, spirit and history of your destination, you’ll take to the skies on an immersive flying journey. You’ll sit with your feet dangling before a massive spherical screen and be transported over iconic locations and natural wonders. Sights, scents and sounds, combined with precisely programed motion, capture the unmistakable feeling of flight and create an unforgettable feeling of wonder.
Leave Inspired Commemorate your adventure with a souvenir photograph or a memento from the gift shop. Then, stop in at The Flying Whale Waterfront Cafe and enjoy coffee, cocktails, snacks and incredible harbour views.