Global Contact Center Manager (Florida)

Extenteam Careers•Miami, FL

1d•$90,000 - $110,000•Remote

About The Position

We're Extenteam, a dynamic company revolutionizing the short-term vacation rental industry. Our proven business model has generated consistent revenue, and we are now expanding from a professional services model to a scalable tech-based subscription-first model. As a scaling-stage startup, we aim to double our Monthly Recurring Revenue to $2M by December 2026 by providing an AI-assisted SaaS platform that works for all short-term rental businesses regardless of their size. Extenteam is on a mission to streamline and support vacation rental businesses by providing top-notch solutions, including guest communication and property management support. This is not a coordinator role. You will own the full operational performance of a 24/7, high-volume contact center handling guest communication across 50,000+ short-term rental properties. Your team is overseas, primarily in the Philippines, and you will be accountable for everything from SLA performance and scheduling to analytics, tooling, and continuous improvement. The STR industry runs on response time. When a guest messages at 2am about a broken AC or a lockout, our team is the operator's lifeline. We need someone who has built or managed operations at this level and understands both the hospitality rhythm and the contact center mechanics required to deliver at scale. You will work closely with the Head of Shared Services to translate operational performance into data, and data into decisions. If you have run contact centers from a spreadsheet, this is not the role for you. We want someone who builds dashboards, reads the numbers, and acts on them before problems surface.

Requirements

5+ years of contact center management experience, including at least 2 years managing a 24/7 operation
Direct experience managing an overseas or offshore team of 50+ agents, ideally in the Philippines or a comparable market
Proven track record of owning and improving SLA performance in a high-volume environment
Hands-on experience analyzing reports and dashboards in Power BI, Tableau, Looker, or equivalent analytics tools
Strong workforce management and scheduling experience, including forecasting and capacity planning
Comfortable making staffing and operational decisions independently based on data, without waiting for direction
Florida-based or willing to relocate to Florida (Orlando, Miami, Tampa, Fort Lauderdale, Naples, Sarasota, Destin, and surrounding markets are all considered)

Nice To Haves

Short-term rental, vacation rental, or hospitality industry experience
Experience with Aircall, Guesty, Breezeway, or similar softwares in the short term rental industry and contact center platforms
Background with AI-assisted agent tools or automation-enabled contact centers
Prior experience managing multi-site or multi-time-zone operations with cross-cultural team dynamics

Responsibilities

Own SLA compliance across all contact center channels including voice, messaging, and email, 24 hours a day, 7 days a week
Manage a team of 50+ overseas agents operating across multiple shifts in Metro Manila
Design and maintain shift schedules that balance coverage, cost, and agent utilization without sacrificing SLA
Monitor real-time and historical queue performance and drive corrective action when targets are missed
Lead regular QA reviews and calibration sessions to maintain response quality and accuracy standards
Maintain operational dashboards in Power BI or equivalent tools that surface KPIs including handle time, response rate, CSAT, SLA adherence, escalation rate, and agent utilization
Translate contact center data into clear recommendations for leadership on staffing, tooling, and process changes
Own the metrics infrastructure for the contact center layer and work with Product on integrating performance data into the Tailwind platform
Design scheduling models that account for demand patterns specific to the STR industry including seasonal peaks, holiday surges, and check-in/check-out volume spikes
Build capacity planning frameworks that tie forecasted volume to headcount requirements
Partner with HR and Recruiting on hiring plans, onboarding ramp models, and retention strategies for the overseas team
Evaluate and implement contact center tooling improvements including telephony, quality monitoring, scheduling software, and workforce management platforms
Own the relationship with Aircall and other communication platforms currently in use
Coach team leads and supervisors to build accountability without micromanagement
Design performance scorecards and bonus frameworks that align agent behavior with the outcomes we care about
Serve as the escalation point for complex operational issues and partner-impacting incidents