Call Center Manager

This is a fully remote position, open to applicants in Nevada.

📋 Description

• Oversee the daily operations of a designated division within Owner Success, managing supervisors, team leads, and representatives.

• Ensure adequate staffing, coverage, and consistent service delivery aligned with business requirements, call volume, seasonal fluctuations, and operational hours.

• Monitor service levels, response times, abandonment rates, productivity, attendance, and adherence to schedules.

• Ensure compliance with workflows, service standards, documentation practices, and escalation protocols.

• Identify operational inefficiencies and implement enhancements to both efficiency and the owner experience.

• Establish performance expectations and accountability for service, quality, productivity, and professional behavior.

• Conduct one-on-one meetings, team gatherings, coaching sessions, and performance evaluations.

• Offer feedback and development opportunities while supporting employee relations, performance improvement, recognition, and succession planning.

• Foster an engaged, collaborative, and owner-centric culture.

• Monitor owner interactions, assess quality, and address complex or sensitive issues.

• Utilize owner feedback, quality metrics, and service trends to pinpoint areas for improvement.

• Track and analyze operational and customer metrics; develop action plans and provide performance updates.

• Collaborate with Operations and Technology on routing, case management, automation, reporting, and self-service initiatives.

• Work in partnership with Owner Onboarding, Concierge, Save Specialists, Escalations, Resort Operations, Sales & Marketing, Finance, Legal, and People & Culture.

• Assist in the rollout of new systems, processes, policies, owner programs, procedures, scripts, knowledge resources, and training materials.

• Engage in special projects and additional initiatives as assigned.

⛳️ Requirements

• A minimum of 5 years of experience in contact center operations, customer success, owner/member services, hospitality, or a related service industry.

• At least 3 years of experience in leading call center teams, including supervisors or team leads.

• Proven experience managing high-volume operations across various shifts, locations, or service channels.

• Strong knowledge of workforce planning, service levels, quality assurance, escalations, coaching, and performance management.

• Capability to utilize operational data and customer feedback to enhance performance and service delivery.

• Experience in establishing and monitoring call center metrics, reporting, and accountability processes.

• Excellent leadership, communication, conflict resolution, and decision-making abilities.

• Ability to maintain composure and make informed decisions during high-volume periods or complex owner escalations.

• Experience with CRM, case management, workforce management, quality monitoring, knowledge management, and reporting systems.

• Proficiency in Microsoft Office or Google Workspace.

• Willingness to travel periodically to Las Vegas is a requirement.

• Preferred experience in hospitality, vacation ownership, travel, membership, financial services, or another high-volume consumer service environment.

• Experience supporting multilingual teams or diverse customer populations is a plus.

• A Bachelor’s degree in Business Administration, Hospitality, Communications, or a related field is preferred; equivalent professional experience will be considered.

🏝️ Benefits

• Play a pivotal role in shaping the vacation ownership experience for hundreds of thousands of owners.

• Influence owner satisfaction, retention, and overall customer experience through leadership.

• Opportunity to leverage technology, data, and innovative ideas to enhance owner support.

• Enjoy autonomy and meaningful contributions to operations.

• Benefit from team and leadership development opportunities.