Call Center Manager

ExplorUS•Overland Park, KS

About The Position

ExplorUS is a dynamic and growing company specializing in concession services for the great outdoors. We are committed to providing top-notch services to our visitors while fostering a fun and fast-paced work environment for our employees. Summary of Position : The Call Center Manager oversees the daily operations of the company’s centralized reservation and guest support center, which serves multiple parks, marinas, lodges, and recreation sites nationwide. This role ensures consistent, professional, and efficient service delivery while coordinating across departments to support site-specific needs.

Requirements

Full-time, salaried position.
Ability to effectively manage a remote or hybrid team.
Strong leadership, communication, and interpersonal skills.
Analytical mindset for interpreting call performance data and identifying improvement opportunities.
Comfortable working in a fast-paced environment supporting multiple properties and systems.
Bachelor’s degree in Business, Hospitality, Communications, or related field preferred.
2+ years of experience in call center or hospitality operations management.
Experience with Campspot, roomMaster, or similar reservation and property management systems is preferred.
Experience with 3CX or similar call management/telephone system is preferred.
Demonstrated ability to coach staff, manage performance metrics, and drive operational efficiency.
Strong proficiency with Microsoft Excel, Teams, and reporting tools.

Nice To Haves

Hospitality, tourism, parks/recreation, or concessionaire industry experience is a plus.

Responsibilities

Supervise daily operations of the company’s centralized reservation and guest support center to ensure timely, accurate, and friendly service for guests across locations.
Lead, coach, and develop call center agents and team leads to meet and exceed company service and performance goals.
Create, maintain, and adjust staffing schedules based on call volume trends and seasonal business needs.
Monitor and analyze call data and KPIs (e.g., call volume, abandonment rate, average handle time, and response time) using 3CX dashboards and reports.
Oversee quality assurance processes, call monitoring, and feedback to ensure consistent guest communication.
Support setup, configuration, and optimization of systems including 3CX, Campspot, FareHarbor, and RoomMaster.
Manage communication flow between the call center and site managers to ensure up-to-date details on hours, availability, amenities, and operational changes.
Handle escalated guest concerns or complex reservation issues professionally and effectively.
Develop and maintain agent training programs, call scripts, and internal reference materials for all supported sites.
Partner with Operations, IT, and Marketing to align call center updates with company initiatives and site rollouts.
Assist in onboarding new parks and properties into the call center system by coordinating system setup, training, and process integration.