Contact Center Manager

Polynesian Adventure Tours; Honolulu (HI); On-site; USD 54,000 - 70,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Drug Insurance

401(k) with match

Paid time off

Employee Assistance Plan

Pet Insurance

Free Parking

Job summary

Polynesian Adventure Tours is seeking a Contact Center Manager in Hawaii to lead reservations, customer support, and multi-channel sales. This working manager role requires in-office presence and proactive leadership of a remote team to ensure service quality and revenue targets.

You will coach staff, monitor performance metrics, and coordinate with Sales, Marketing, Accounting, and Operations to align goals. First 90 days are in-office training with ongoing in-office schedules thereafter.

Qualifications

• Minimum 3 years managing a call center or similar service-based team, including remote leadership experience
• 5+ years of customer service or sales experience in travel, tourism, transportation, or hospitality
• Strong leadership, coaching, and performance management skills focused on sales and service results
• Ability to lead independently with sound judgment and consistent follow-through
• Strong communication and problem-solving skills for complex guest and operational issues
• Experience with reservation systems, OTA platforms, and reporting tools
• Highly organized and detail-oriented with multiple priorities in a fast-paced environment
• Proficient in Excel and standard business systems for scheduling, reporting, and reservations
• Flexible schedule including weekends, holidays, and in-office training in Hawaii
• Bachelor’s degree preferred or equivalent experience

Responsibilities

• Lead daily call center operations to ensure consistent service delivery, sales performance, and operational accuracy
• Own call center sales performance including conversion, upsell results, and revenue contribution; implement coaching and process improvements
• Manage and develop team members through structured training, coaching, performance management, and accountability
• Maintain oversight of a remote team with regular check-ins, call monitoring, and performance visibility
• Serve as primary liaison with Sales, Marketing, Accounting, and Operations for alignment and execution
• Serve as primary on-call leader for call center operations to ensure continuity of service
• Foster a high-performing, customer-focused, and revenue-driven team culture
• Oversee reservation accuracy, OTA portals, pricing updates, and product content to ensure system integrity

Skills

Call center leadership

Coaching

Performance management

Sales leadership

Customer service

Education

Bachelor’s degree or equivalent experience

Tools

Reservation systems

OTA platforms

Reporting tools

Excel

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Contact Center Manager

6 days ago Requisition ID: 1111

Salary Range: $54,000.00 To $70,000.00 Annually

This position leads the Call Center team as a working manager responsible for reservations, customer support, and sales across multiple channels. The Contact Center Manager is accountable for team performance, revenue results, service delivery, and operational accuracy while working closely with internal departments and external partners. This role requires strong independent judgment, consistent follow-through, and proactive leadership of a remote team. This Hawaii-based role requires consistent on-site presence and operational availability to support business needs.

• Lead daily call center operations to ensure consistent service delivery, sales performance, and operational accuracy.
• Own call center sales performance including conversion, upsell results, and revenue contribution; implement coaching and process improvements to drive results.
• Manage and develop team members through structured training, coaching, performance management, and accountability.
• Maintain structured oversight of a remote team including regular check-ins, call monitoring, and performance visibility.
• Serve as a working manager by handling calls, bookings, escalations, and providing coverage during peak periods, staffing gaps, and complex service situations.
• Manage staffing schedules and labor coverage based on business demand and service levels.
• Monitor call volume, booking trends, and performance metrics; identify opportunities and provide leadership with actionable reporting and recommendations.
• Oversee reservation accuracy, OTA portals, pricing updates, and product content to ensure system integrity and consistency.
• Develop, maintain, and enforce SOPs and quality control practices to support accuracy and consistency.
• Resolve complex guest, partner, and operational issues with sound judgment and timely follow-through.
• Serve as primary liaison with Sales, Marketing, Accounting, and Operations to maintain alignment and execution.
• Serve as primary on-call leader for call center operations to ensure continuity of service.
• Foster a high-performing, customer-focused, and revenue-driven team culture.

Qualifications

• Minimum 3 years managing a call center or similar service-based team, including direct remote team leadership experience; minimum 5 years of customer service or sales experience, preferably in travel, tourism, transportation, or hospitality
• Strong leadership, coaching, and performance management skills with a focus on sales and service results
• Ability to lead independently with sound judgment and consistent follow-through
• Strong communication and problem-solving skills with ability to resolve complex guest and operational issues
• Experience with reservation systems, OTA platforms, and reporting tools
• Highly organized and detail-oriented with ability to manage multiple priorities in a fast-paced environment
• Proficient in Excel and standard business systems used for scheduling, reporting, and reservations
• Available to work a flexible schedule including weekends, holidays, and on-call leadership coverage as required
• Hawaii-based role requiring regular in-office presence
• First 90 days fully in-office for training and operational integration
• After successful onboarding, a consistent weekly schedule will be established based on operational needs. Regular in-office presence is required
• Bachelor’s degree preferred or equivalent experience
• Compensation will be determined based on the candidate’s skills, experience, and education
• Medical, Dental, Vision and Drug Insurance
• 401(k) with a generous company match!
• Paid time off
• Employee Assistance Plan
• Pet Insurance
• Free Parking

Polynesian Adventure Tours, LLC, is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, gender identity, sexual orientation, or protected veteran status.