Call Center Manager

Vacatia • Las Vegas, NV

1d • Remote

About The Position

Join Vacatia and Lead the Future of Owner Experience. Vacatia is reinventing vacation ownership across discovery, booking, and stay. As a Call Center Manager, you’ll play a key role in delivering an exceptional experience to our owners while leading a high-performing, customer-focused team. This is a hands-on leadership opportunity for someone who thrives in a fast-paced environment, knows how to turn operational data into action, and is passionate about developing people. You’ll oversee an assigned division of Owner Success employees, drive performance and service quality, and partner across the business to continuously improve the owner experience. This role is remote within the United States, with periodic travel to Las Vegas required to support the team and business operations.

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.
• Ability and willingness to travel to Las Vegas periodically is required.

Nice To Haves

• 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.

Responsibilities

• Lead the daily operations of an assigned division of Owner Success employees, including supervisors, team leads, and Owner Success representatives, as applicable.
• Ensure appropriate staffing, coverage, and consistent service delivery based on business needs, call volume, seasonality, and operating hours.
• Monitor key operational metrics including service levels, response times, abandonment, productivity, attendance, and schedule adherence.
• Ensure established 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 clear performance expectations and create accountability around service, quality, productivity, and professional conduct.
• Conduct regular one-on-ones, team meetings, coaching sessions, and performance reviews.
• Provide ongoing feedback and development opportunities to help team members reach their potential.
• Partner with People & Culture on employee relations, performance improvement, recognition, and development initiatives.
• Build an engaged, collaborative, and owner-focused culture.
• Identify high-potential employees and support internal development and succession planning.
• Ensure owners receive professional, empathetic, accurate, and consistent support.
• Reinforce a proactive approach focused on owner education, engagement, satisfaction, and retention.
• Monitor owner interactions to evaluate quality and identify coaching opportunities.
• Take ownership of complex or sensitive owner concerns and ensure escalations are addressed appropriately and promptly.
• Use owner feedback, quality results, and service trends to identify opportunities for improvement.
• Help deliver a consistent experience across phone, chat, digital, multilingual, and other support channels.
• Track and analyze service levels, average handle time, response time, abandonment, resolution, quality, owner satisfaction, retention, attendance, and productivity.
• Use data to identify trends, uncover root causes, and develop action plans.
• Hold teams accountable when performance expectations are not being met while balancing productivity with service quality and employee engagement.
• Provide regular performance updates and operational insights to Owner Success leadership.
• Partner with Operations and Technology to improve 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 the rollout of new systems, processes, policies, and owner programs.
• Help maintain current 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.

Benefits

• Build the Future – Help shape how vacation ownership is experienced by hundreds of thousands of owners.
• Impact That Matters – Your leadership directly influences owner satisfaction, retention, and the overall customer experience.
• Innovation at Scale – Use technology, data, and new ideas to improve how we support our owners.
• Autonomy & Ownership – Take ownership of your division and have a meaningful voice in how we operate.
• Culture of Growth – Develop your team while continuing to grow as a leader.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree