Job Title:

Call Centre Agent Supervisor (Shifts)


Pacrim Hospitality Services Inc.


Bedford & Digby, NS

Job Reference:


Closing Date:

February 4, 2021

Company Overview: Pacrim manages a portfolio of 8 multi-branded hotels throughout Canada, totaling some 876 hotel rooms, suites and cottages, with several more properties under development and a travel agency. Pacrim has, for nearly two decades, expertly managed hotels in partnership with many of the world’s most recognized hotel brands.

Pay Range: $16.50 - $20.00/hour

Work Hours: 40 hours/week

Workdays: Weekdays/Weekends, Morning/Night Shifts

Location: 2 Locations Bedford & Digby, Nova Scotia

Reference#: TA6314

Number of Vacancies: 6 (2 locations)

Start Date: As Soon As Possible

Benefits: Benefits Package Available

Employment Term: Full-Time, Permanent

Position Summary: Call Centre Agent Supervisors, supervise and co-ordinate the activities of Customer Service Representatives and Call Centre Agents at Pacrim’s travel agency and hotel reservation centers. They are responsible for overseeing the activities of the call centre/travel agency and all supporting staff and agents.

Main Job Duties & Responsibilities:

  • Co-ordinate, delegate, and review the work of agents engaged in the following duties: providing information and customer service; and serving customers that call in for tourism, hotel booking, and other services.
  • Examine and verify accuracy of work and authorize routine checks on call centre sales.
  • Establish work schedules and procedures and co-ordinate activities of all call centre departments/teams.
  • Explain, sale, and market travel agency services and accommodations offered, provide detailed information on clients' accounts and payment history, and manage/receive payments from clients.
  • Generate customer interest in the services or products offered by the company.
  • Act as representatives for travel agency and provide customer service, in person or on the phone.
  • Handle enquiries from customers and investigate complaints regarding the establishment's services and policies; arrange for refunds and/or credits; receive account payments.
  • Make in-bound and out-bound calls to promote travel agency services and accommodations, respond to enquiries, complaints, and resolve and investigate customer service issues and account disputes.
  • Provide personalized customer service by responding to the needs of the customers.
  • Ensure feedback from the customer to further improve the customer services.
  • Manage and update customer databases with the status of each customer.
  • Notifies supervisor of any outstanding issues which require management involvement.
  • Resolve work-related problems and prepare and submit progress and other reports to VP of Operations.
  • Identify training needs and train workers on customer service, sales, and company policies.
  • Responsible for inventory of call centre supplies, technical or computer issues reporting and repair work.
  • Train and perform overflow of the same duties as workers supervised.

Education & Skills Requirements:

  • Experience in the occupation supervised is required. Extensive experience may substitute for formal education.
  • Completion of college or industry courses related to financial or customer services is required.
  • Previous experience in sales, conflict resolution, and customer service is an asset.


E-mail Resumes to Human Resources,

Canadian Citizen or Permanent Resident Only. We will review this criterion and your qualifications and contact you only if you are considered for an interview. Please indicate the reference number TA6314 in your e-mail submission.

Quote Job Reference: TA6314

Posted 2020-12-31

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