Call Center Manager

Vacatia

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

Posted 10/8/2026full-timeRemote • 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 team development. Proficient in using operational data to enhance efficiency and owner satisfaction across multiple service channels.

Highest-signal resume keywords

Contact Center Operations ManagementPerformance ManagementWorkforce PlanningLeadership and Team DevelopmentData Analysis and Reporting

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Call Center MetricsQuality AssuranceEscalation ManagementCoachingCRM SystemsCase ManagementWorkforce ManagementKnowledge ManagementReporting SystemsMicrosoft Office

Soft Skills

LeadershipCommunicationConflict ResolutionDecision MakingEmpathy

Tools & Technologies

Google Workspace

Industry Keywords

Customer SuccessOwner ServicesHospitalityHigh-Volume OperationsMultilingual SupportTravelMembership ServicesFinancial Services

About the role

Key responsibilities & impact

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

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
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

Comp & perks

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