Call Center Manager

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

📋 Description

• Oversee the day-to-day functions of a designated division of Owner Success personnel, which includes supervisors, team leads, and Owner Success representatives.

• Ensure adequate staffing, coverage, and consistent delivery of services in alignment with business demands, call volume, seasonal variations, and operational hours.

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

• Ensure adherence to workflows, service standards, documentation procedures, and escalation processes.

• Identify operational deficiencies and implement strategies that enhance efficiency and improve the owner experience.

• Provide leadership assistance during peak times and as business requirements dictate.

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

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

• Offer feedback and development opportunities while collaborating with People & Culture on employee relations, performance enhancements, recognition, and growth initiatives.

• Cultivate a culture that is engaged, collaborative, and focused on owners.

• Facilitate internal development and succession planning.

• Ensure owners receive professional, empathetic, precise, and consistent support across various channels including phone, chat, digital, multilingual, and other support avenues.

• Monitor owner interactions, spot coaching opportunities, and resolve complex or sensitive owner issues.

• Analyze service, quality, satisfaction, retention, attendance, and productivity metrics.

• Utilize data to identify trends, uncover root causes, and formulate action plans.

• Provide performance updates and operational insights to Owner Success leadership.

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

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

• Assist in the implementation of new systems, processes, policies, and owner programs.

• Maintain procedures, scripts, knowledge resources, and training documentation.

• Represent the needs of Owner Success and owner feedback in cross-departmental discussions.

• 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 similar service setting.

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

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

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

• Demonstrated capability to leverage operational data and customer feedback for performance improvement and service delivery enhancement.

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

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

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

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

• Proficient in Microsoft Office or Google Workspace.

• Experience in hospitality, vacation ownership, travel, membership, financial services, or other high-volume consumer service sectors is preferred.

• Experience supporting multilingual teams or diverse customer groups is advantageous.

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

• Willingness and ability to travel to Las Vegas periodically is necessary.

🏝️ Benefits

• Contribute to shaping the vacation ownership experience for hundreds of thousands of owners.

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

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

• Enjoy autonomy and ownership over a designated division.

• Have a meaningful voice in operational decision-making.

• Engage in team development and continuous leadership advancement.

• Work remotely within the United States.

• Occasional travel to Las Vegas to support the team and business operations.