Director, Central Reservations / Call Centre

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 objectives

A 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 desirable

Pursuit offers a full suite of benefits including flexible time off and discounts at our hotels restaurants and attractions.

• Work in a dynamic culturally diverse team from around the globe
• Work experience in aniconic unforgettable and inspiring location
• Free access to Pursuit attractions for staff and family send a friend at half the price!
• Discounted hotel stays under Pursuits lodging offerings and discounted food & beverage and retail experiences
• The chance to work in aninclusive cultureandmake life-long friends
• Access to subsidized mental health and wellness resources
• Opportunities for career growthor future work atother Pursuitlocations

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-KO1

• Bachelors degree required in Business Marketing (or comparable) (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.

About Us:

Were 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 Reykjavk Las Vegas and Chicago.

What will your work environment be like

At Pursuit our office is more than just a place to work its 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 youre tackling projects or enjoying our many perks youll feel supported and valued. With a variety of great benefits were committed to ensuring that your time with us is as fulfilling as it is fun.

About Pursuit

Pursuit 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.

Pursuit 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 cant apply online or need accommodation during the application or hiring process please contact our Talent & Acquisition Team

We thank all candidates for their interest; however please note that only applicants selected for further consideration will be contacted.