Call Center Manager

🔥 4 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Vacatia

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2013

✈️ Travel

🏨 Hospitality

🏪 Marketplace

💰 $20M Series B - Vacatia on 2021-11

Travel • Hospitality • Marketplace

Vacatia is an online travel marketplace specializing in resort residences and vacation rentals — condos, suites and resort-style homes — with integrated options to rent, subscribe, or buy and sell timeshare inventory. The company operates booking, guest-care and owner-services for legacy resort owners and partners (including Disney Vacation Club, Royal Resorts and Westgate), offers timeshare resale and point-transfer tools, flexible payment (FlexPay), and destination search and calendar tools for travelers worldwide.

📋 Description

• Lead the daily operations of an assigned division of Owner Success employees, including supervisors, team leads, and Owner Success representatives • Ensure appropriate staffing, coverage, and consistent service delivery based on business needs, call volume, seasonality, and operating hours • Monitor service levels, response times, abandonment, productivity, attendance, and schedule adherence • Ensure workflows, service standards, documentation practices, and escalation procedures are followed • Identify operational gaps and implement solutions that improve efficiency and the owner experience • Provide leadership support during periods of elevated volume and as business needs require • Set performance expectations and create accountability around service, quality, productivity, and professional conduct • Conduct one-on-ones, team meetings, coaching sessions, and performance reviews • Provide feedback and development opportunities and partner with People & Culture on employee relations, performance improvement, recognition, and development initiatives • Build an engaged, collaborative, and owner-focused culture • Support internal development and succession planning • Ensure owners receive professional, empathetic, accurate, and consistent support across phone, chat, digital, multilingual, and other support channels • Monitor owner interactions, identify coaching opportunities, and address complex or sensitive owner concerns • Track and analyze service, quality, satisfaction, retention, attendance, and productivity metrics • Use data to identify trends, uncover root causes, and develop action plans • Provide performance updates and operational insights to Owner Success leadership • Partner with Operations and Technology on routing, case management, automation, reporting, and self-service capabilities • Collaborate with Owner Onboarding, Concierge, Save Specialists, Escalations, Resort Operations, Sales & Marketing, Finance, Legal, and People & Culture • Support rollout of new systems, processes, policies, and owner programs • Maintain procedures, scripts, knowledge resources, and training materials • Represent Owner Success needs and owner feedback in cross-functional discussions • Participate in special projects and other initiatives as assigned

🎯 Requirements

• 5+ years of experience in contact center operations, customer success, owner/member services, hospitality, or a related service environment • 3+ years of experience leading call center teams, including supervisors or team leads • Experience managing high-volume operations across multiple shifts, locations, or service channels • Strong understanding of workforce planning, service levels, quality assurance, escalations, coaching, and performance management • Demonstrated ability to use operational data and customer feedback to improve performance and service delivery • Experience establishing and monitoring call center metrics, reporting, and accountability routines • Strong leadership, communication, conflict-resolution, and decision-making skills • Ability to remain composed and make sound decisions during periods of high volume or complex owner escalations • Experience using CRM, case management, workforce management, quality monitoring, knowledge management, and reporting systems • Proficiency with Microsoft Office or Google Workspace • Experience in hospitality, vacation ownership, travel, membership, financial services, or another high-volume consumer service environment preferred • Experience supporting multilingual teams or diverse customer populations is a plus • Bachelor's degree in Business Administration, Hospitality, Communications, or a related field preferred; equivalent professional experience will be considered • Ability and willingness to travel to Las Vegas periodically is required

🏖️ Benefits

• Help shape how vacation ownership is experienced by hundreds of thousands of owners • Leadership impact on owner satisfaction, retention, and overall customer experience • Opportunity to use technology, data, and new ideas to improve owner support • Autonomy and ownership of an assigned division • Meaningful voice in operational decisions • Team development and continued leadership growth • Remote work within the United States • Periodic travel to Las Vegas to support the team and business operations