Contact Center Team Lead

🔥 19 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 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

• Monitor daily team performance to ensure sales, tour generation, and productivity goals are achieved • Partner with the Contact Center Manager to achieve sales, quality, productivity, and compliance objectives • Analyze individual and team performance metrics and recommend improvement strategies • Support promotional campaigns • Reinforce adherence to company policies and regulations, including TCPA, Mini-TCPA, and DNC requirements • Provide daily leadership to assigned Travel Coordinators • Conduct side-by-side coaching sessions • Deliver one-on-one performance meetings • Handle complex customer escalations • Assist with interviewing, onboarding, and training new team members

🎯 Requirements

• Minimum one (1) year of successful experience in outbound sales, telemarketing, vacation ownership, hospitality, customer service, or contact center operations • Proven track record of achieving sales and productivity goals • Strength in utilizing CRM software, dialer platforms, MS Office, and lead management systems • Ability to resolve conflicts • Outstanding verbal and written communication • Ability to thrive in a fast-paced, performance-driven environment • Previous leadership, mentoring, coaching, or supervisory experience preferred • Knowledge of TCPA, Mini-TCPA, and Do Not Call (DNC) requirements

🏖️ Benefits

• Developing team members and fostering a positive, collaborative work environment focused on continuous improvement • Employee development opportunities • Autonomy and ownership in handling complex customer escalations and implementing employee action plans • Training and onboarding support • Modern CRM platforms, dialer systems, and lead management software