Contact Center Manager

Alterra • Olympic Valley, CA

2d • $73,000 - $93,914

About The Position

The Contact Center Manager leads the Contact Center’s daily operations and team, driving resort sales and delivering knowledgeable, efficient, personalized service across resort products and experiences. This hands-on leadership role involves coaching and developing employees, supporting team performance, resolving complex guest inquiries, and identifying ways to improve sales, service, and operational efficiency. The manager may also step into daily sales and service functions as business needs require. Applicants must be at least 18 years old.

Requirements

• Applicants must be at least 18 years of age.
• High school diploma or GED.
• Three years of experience in all of the following fields: call center/resort, customer service, sales, and resort software (RTP preferred), or an equivalent combination of education and experience.
• Management background.
• Strong written and verbal communication skills.
• Leadership skills, including the ability to coach, motivate, and develop employees and foster teamwork and accountability.
• Strong organizational, problem-solving, and decision-making skills, with the ability to manage competing priorities in a fast-paced environment.
• Sales- and service-oriented mindset and commitment to achieving results and delivering exceptional guest experiences.
• Ability to build positive working relationships and collaborate across departments.
• Proficiency with computer systems, including Microsoft Word, Excel, and Outlook, and ability to learn and adapt to new technologies.
• Commitment to continuous learning, improvement, and ownership of responsibilities and results.
• Maintain a professional appearance in accordance with company grooming standards.
• Demonstrate reliability, punctuality, and flexibility to support Contact Center operations and employees as needed.
• Meet physical demands that include regularly walking, talking, seeing, and hearing; sitting or standing for at least 80% of a normal eight-hour shift; occasionally carrying, lifting, pushing, or pulling up to 20 pounds; occasionally squatting, bending, kneeling, reaching, and balancing; and being able to climb ladders and shovel snow.
• A motor vehicle record review may be required.

Nice To Haves

• Experience with RTP resort software is preferred.

Responsibilities

• Lead, coach, and develop approximately 14 Contact Center employees, fostering a positive, accountable, high-performing work environment.
• Drive sales and service results through coaching, product knowledge, performance management, and efforts to improve conversion and guest satisfaction.
• Oversee daily operations, staffing, and workflow across phone, chat, and email channels; provide hands-on support during peak periods.
• Resolve escalated guest concerns and empower employees to provide timely, thoughtful, effective service.
• Support recruiting, hiring, onboarding, training, performance evaluations, recognition, and corrective action as appropriate.
• Manage employee scheduling, timekeeping, payroll support, and related administrative responsibilities.
• Maintain and improve training materials, communication tools, procedures, and response templates to ensure consistent, accurate service.
• Use quality management tools, performance metrics, and guest feedback to monitor results, identify improvements, and support internal and corporate reporting.
• Partner with resort departments to maintain accurate information, support promotions and initiatives, and ensure consistent guest communication.
• Support resort goals, values, and service standards while following company policies, procedures, and required training.

Benefits

• Free skiing and riding privileges at 17 resorts.
• Healthcare options for seasonal and year-round employees.
• Discounts on outdoor gear and apparel.
• 401(k) plan with company match.
• Free and discounted lift tickets.
• 25%–50% discount at Palisades and Alpine Food & Beverage locations.
• 40% discount at Palisades Tahoe-operated retail stores.
• Employee Assistance Program (EAP).
• Other region-specific benefits and potential short-term and long-term incentives.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED