Director, Central Reservations / Call Centre

Pursuit

  • Calgary, AB
  • Permanent
  • Full-time
  • 1 month ago
What perks can you expect?
  • Work in a dynamic, culturally diverse team from around the globe
  • Work experience in an iconic, unforgettable, and inspiring location
  • Free access to Pursuit attractions for staff and family, send a friend at half the price!
  • Discounted hotel stays under Pursuit’s lodging offerings, and discounted food & beverage and retail experiences
  • The chance to work in an inclusive culture and make life-long friends
  • Access to subsidized mental health and wellness resources
  • Opportunities for career growth or future work at other Pursuit locations
What will be your daily pursuit?The Director, Central Reservations / Call Centre is responsible for leading the centralized call center operations for a global hospitality organization. This one year maternity leave coverage role will be responsible for managing the Global agents and Training manager team as well as supporting the Sr Director of Revenue Operations to achieve predefined objectivesA key focus of the role is leveraging new technology platforms to transform traditional reservations centers into a modern, scalable, data-driven contact hub. Reporting to the Sr Director of Revenue Operations, the Director should have a proven track record of significantly enhancing team performance to elevate both guest and staff satisfaction. They should possess practical experience in driving improvements in a fast-paced, highly matrixed organization. Experience within the travel and hospitality industry is highly desirableWhat will your compensation be?Pursuit offers a full suite of benefits, including flexible time off, and discounts at our hotels, restaurants, and attractions.What will you do in this job?Strategic Leadership:
  • Define and implement a global vision for Central Reservations that aligns with enterprise goals
  • Assist with developing and implementing best-in-class reservations processes to drive efficiency, accuracy, and scalability aligned across all Pursuit geographies.
  • Evaluate seasonal workforce planning needs and manage recruitment strategies
  • Lead change management efforts within the team as systems and processes evolve
  • Utilize Training manager to build a robust CRES University platform and reduce onboarding time
  • Govern our CX platform of Medallia to amplify our connection to the guests
Reporting Excellence:
  • Monitor and optimize key performance metrics such as average speed of answer, call quality, revenue per agent, service level achievement and guest satisfaction
  • Generating reports on reservation performance, analyzing trends, and providing insights to inform decision-making
Technology Innovation:
  • Partner with IT and external vendors to assess, deploy, and scale modern contact center technologies.
  • Elevate AI-driven tools such as Predictive routing and voice analytics and Sentiment analysis and real-time escalation triggers
  • Continuously assess and evolve the tech stack to reduce friction, improve agent efficiency, and elevate guest experience.
  • Optimize our multi-channel platforms of Phone, Chat, and Email
People & Culture Leadership:
  • Lead and inspire a global team across multiple geographies and cultures.
  • Develop a strong leadership pipeline and foster a guest-first, digitally fluent workforce.
  • Ensure ongoing training and upskilling of agents and supervisors to effectively work alongside AI tools and evolving platforms.
  • Champion diversity, inclusion, and a culture of continuous improvement.
#LI-KO1What skills and experience do you need for this job?
  • Bachelor’s degree required in Business, Marketing (or comparable) ; MBA or relevant advanced degree preferred. (Combination of equivalent experience and education will be considered)
  • Minimum 10 years in the hospitality, travel, or contact center industry, including 5+ years in leadership of global or regional team.
  • Deep expertise in contact center management, transformation, and scaling operations.
  • Demonstrated success in deploying new technology in a service environment.
  • Strong business acumen, program management, and cross-functional collaboration.
  • Excellent leadership, communication, and change management capabilities.
  • Knowledge of leading platforms (e.g., Five9, CRS, PolyAI, LevelAI, or LivePro) is a plus.
This job description describes this role at a high level, but no document can anticipate every single task, issue or project that could come up. We work as a team and believe that we succeed together – these job duties may change based on the needs of the team and company as a whole.To handle this job successfully, any person hired must be able to perform responsibilities as described. Pursuit will make any reasonable accommodation to help a person with disabilities perform their job. This job is based in Alberta, Canada. Relocation to the area and the legal ability to work in Canada is required.What will your work environment be like?About Us:We're more than a hospitality and attractions company. We connect people to iconic places through unforgettable and inspiring experiences; Our team members included.Thoughtfully united by their unique power to inspire and invigorate, our collection of hotels and lodges, recreational attractions, ground transportation services, retail, food and beverage, sightseeing, tours, and travel products are tied together by iconic, destination-worthy locations in Alaska, Montana, the Canadian Rockies, Vancouver, Reykjavík, Las Vegas, and Chicago.What will your work environment be like?At Pursuit, our office is more than just a place to work – it’s a space where you can bring your whole self, collaborate with talented teams across departments, and build lasting friendships. We believe in fostering an environment where work and play coexist, so whether you’re tackling projects or enjoying our many perks, you’ll feel supported and valued. With a variety of great benefits, we’re committed to ensuring that your time with us is as fulfilling as it is fun.About PursuitPursuit is a publicly traded company listed on the New York Stock Exchange under the symbol PRSU. As a member of the S&P SmallCap 600 index, we specialize in attractions-led hospitality, consistently generating revenue and delivering value to our shareholders.EEOPursuit is an Equal Opportunity Employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, gender, sexual orientation, disability, veteran status, and other protected characteristics.Pursuit places a high value on diverse backgrounds and experiences, recognizing that they serve as catalysts for creativity and innovation. We encourage individuals who are eligible to work in Canada to apply and join our inclusive team!We are working to eliminate barriers for applicants and team members from equity-deserving groups. If you can’t apply online or need accommodation during the application or hiring process, please contact our Talent & Acquisition Team at ta@pursuitcollection.com.We thank all candidates for their interest; however, please note that only applicants selected for further consideration will be contacted.

Pursuit