Call Center Manager

Vacatia

. Lead daily operations of an assigned division of Owner Success employees, including supervisors, team leads, and representatives .

Posted 10/8/2026full-timeRemote • Nevada • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in managing contact center operations, focusing on performance management, service delivery, and employee development. Proficient in utilizing operational data and customer feedback to drive improvements and enhance owner experiences.

Highest-signal resume keywords

Contact Center Operations ManagementPerformance ManagementWorkforce PlanningLeadership and Team DevelopmentCRM and Reporting Systems

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance Metrics EstablishmentQuality AssuranceEscalation ManagementCoaching and TrainingOperational Data Analysis

Soft Skills

LeadershipCommunicationConflict ResolutionDecision MakingCollaboration

Tools & Technologies

CRM SystemsCase Management SystemsWorkforce Management ToolsQuality Monitoring ToolsMicrosoft Office

Industry Keywords

Customer SuccessOwner ServicesHospitalityHigh-Volume OperationsMultilingual Team Support

About the role

Key responsibilities & impact

Lead daily operations of an assigned division of Owner Success employees, including supervisors, team leads, and representatives
Ensure 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 efficiency and owner-experience improvements
Set performance expectations and accountability for service, quality, productivity, and professional conduct
Conduct one-on-ones, team meetings, coaching sessions, and performance reviews
Provide feedback and development opportunities; support employee relations, performance improvement, recognition, and succession planning
Build an engaged, collaborative, and owner-focused culture
Monitor owner interactions, evaluate quality, and address complex or sensitive concerns
Use owner feedback, quality results, and service trends to identify improvements
Track and analyze operational and customer metrics; develop action plans and provide performance updates
Partner with Operations and Technology on routing, case management, automation, reporting, and self-service
Collaborate with Owner Onboarding, Concierge, Save Specialists, Escalations, Resort Operations, Sales & Marketing, Finance, Legal, and People & Culture
Support new systems, processes, policies, owner programs, procedures, scripts, knowledge resources, and training materials
Participate in special projects and other initiatives as assigned

Requirements

What you’ll need

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
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 high-volume periods 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
Ability and willingness to travel to Las Vegas periodically is required
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

Benefits

Comp & perks

Help shape how vacation ownership is experienced by hundreds of thousands of owners
Leadership impact on owner satisfaction, retention, and customer experience
Opportunity to use technology, data, and new ideas to improve owner support
Autonomy and meaningful input into operations
Team and leadership development opportunities