Contact Center Manager

Palisade Ttahoe • Olympic Valley, CA

1d

About The Position

The Contact Center Manager leads daily Contact Center operations at Palisades Tahoe, driving resort sales and delivering exceptional guest experiences. The manager coaches and develops employees, supports team performance, resolves complex guest inquiries, and identifies opportunities to improve sales, service, and operational efficiency. This hands-on leadership role requires a strong understanding of resort offerings, business systems, and sales processes, as well as a willingness to perform daily sales and service work when business needs require it. Applicants must be at least 18 years of age.

The manager leads a team of approximately 14 employees and oversees staffing and workflow across phone, chat, and email channels. The role includes employee management, scheduling and payroll support, training and process improvement, performance reporting, and collaboration with resort departments. The position is year-round and salaried, with a stated base salary range of $73,000–$93,914 per year. Actual salary may vary based on factors such as experience, education, training, location, merit, production, responsibilities, and travel.

Requirements

• Must be at least 18 years of age.
• High School Diploma or GED.
• Three years of experience in call center/resort, customer service, sales, and resort software; or an equivalent combination of education and experience.
• Management background.
• Strong written and verbal communication skills, with the ability to communicate effectively with guests, employees, and resort leadership.
• Demonstrated leadership skills and ability to coach, motivate, and develop employees while fostering teamwork and accountability.
• Strong organizational, problem-solving, and decision-making skills, including 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 effectively across departments.
• Proficiency with computer systems, including Microsoft Office (Word, Excel, Outlook), and ability to learn and adapt to new technologies.
• Commitment to continuous learning, improvement, and taking ownership of responsibilities and results.
• Ability to meet the stated physical demands, including sitting or standing for at least 80% of a normal 8-hour shift; occasionally carrying, lifting, pushing, or pulling up to 20 pounds; and occasionally squatting, bending, kneeling, reaching, balancing, climbing ladders, and shoveling snow.
• A Motor Vehicle Record review may be required.

Nice To Haves

• Experience with RTP resort software is preferred.

Responsibilities

• Lead, coach, and develop a team of approximately 14 Contact Center employees, fostering a positive, accountable, and high-performing work environment.
• Drive sales and service results through coaching, product knowledge, performance management, and identifying opportunities to improve conversion and guest satisfaction.
• Oversee daily operations, staffing, and workflow across phone, chat, and email channels, and provide hands-on support during peak business periods.
• Resolve escalated guest concerns while empowering employees to provide timely, thoughtful, and 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 promote consistent and 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.
• Maintain a professional appearance in accordance with company grooming standards and demonstrate reliability, punctuality, and flexibility to support Contact Center operations and employees.

Benefits

• Free skiing and riding privileges at 17 resorts, including Palisades Tahoe, Mammoth Mountain, Steamboat, and Solitude.
• 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 Food & Beverage locations at Palisades and Alpine.
• 40% discount at Palisades Tahoe-operated retail stores.
• Employee Assistance Program (EAP).
• Potential short-term and long-term incentives and region-specific benefits.

What This Job Offers

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