Contact Center Manager

Alterra; Olympic Valley (CA); On-site; USD 73,000 - 94,000; Full time

Benefits offered by this job

Free skiing + riding privileges to Pal

Healthcare options for Seasonal & Year

Generous discounts on outdoor gear

Job summary

Palisades Tahoe seeks a Contact Center Manager to lead daily operations, coach a team of approximately 14 agents, and drive sales and guest experiences across phone, chat, and email channels.

The role requires hands‑on leadership, strong product knowledge of resort offerings, and a commitment to continuous improvement in service and efficiency. Competitive benefits accompany the position.

Qualifications

• Strong written and verbal communication with guests, employees, and leadership.
• Demonstrated leadership ability to coach, motivate and develop staff.
• Organizational, problem‑solving and decision‑making skills in a fast‑paced setting.

Responsibilities

• Lead, coach, and develop a team of about 14 Contact Center employees.
• Drive sales and service performance through coaching and product knowledge.
• Oversee daily operations across phone, chat, and email channels.
• Resolve escalated guest concerns with timely, thoughtful service.
• Support recruiting, onboarding, training, and performance management.
• Manage scheduling, timekeeping, payroll support, and admin duties.
• Improve training materials and procedures for consistent service.
• Monitor results with quality metrics and guest feedback.
• Collaborate with resort departments on promotions and info.
• Uphold resort standards and training requirements.

Skills

Team Leadership

Sales & Service

Communication

Problem Solving

Cross‑department collaboration

Education

High School Diploma or GED

Tools

RTP software

Job description

Year Round

Palisades Tahoe

We share the spirit of these legendary mountains with the world.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

Job Summary: The Contact Center Manager plays a key role in driving resort sales, delivering exceptional guest experiences, and supporting the success of the Contact Center team. This position is responsible for leading daily operations, coaching and developing employees, and ensuring the team consistently delivers knowledgeable, efficient, and personalized service across all resort products and experiences.

With a strong understanding of resort offerings, business systems, and sales processes, the Contact Center Manager supports team performance, resolves complex guest inquiries, and identifies opportunities to improve sales, service, and operational efficiency. This hands‑on leadership role requires accountability, a commitment to continuous improvement, and the ability to step into daily sales and service functions as business needs demand.

Applicants must be 18 years of age.

Salaried:

The base salary range below represents the low and high end of the Palisades Tahoe Resort, LLC’s salary range for this position. Actual salaries will vary and may be above or below the range based on various factors including but not limited to experience, education, training, location, merit system, quantity or quality of production, responsibilities, and regular and/or necessary travel. The range listed is just one component of Palisades Tahoe Resort, LLC’s total compensation package for employees. Other rewards may include short‑term and long‑term incentives and many region‑specific benefits.

Base salary range: $73,000 - $93,914 per year

A Great Job and Benefits to Match:

• Free skiing + riding privileges to 17 iconic resorts including Palisades Tahoe, Mammoth Mountain, Steamboat, Solitude and more!
• Healthcare options for both Seasonal & Year‑Round employees
• Generous discounts on outdoor gear, apparel, etc.
• 401(k) plan with generous company match
• Free and discounted lift tickets
• 25%-50% discount at Food & Beverage locations at Palisades & Alpine
• 40% discount at Palisades Tahoe operated retail stores, including The North Face, Patagonia, Oakley, and more!
• Employee Assistance Program (EAP)

Essential Job Responsibilities/Duties/Tasks include the following–other duties may be assigned:

• Team Leadership & Development : Lead, coach, and develop a team of approximately 14 Contact Center employees, fostering a positive, accountable, and high‑performing work environment.
• Sales & Service Performance: Drive sales and service results through coaching, product knowledge, performance management, and identifying opportunities to improve conversion and guest satisfaction.
• Daily Operations: Oversee daily operations, staffing, and workflow across phone, chat, and email channels. Provide hands‑on support during peak business periods.
• Guest Experience: Resolve escalated guest concerns while empowering employees to deliver timely, thoughtful, and effective service.
• Employee Management: Support recruiting, hiring, onboarding, training, performance evaluations, recognition, and corrective action as appropriate.
• Scheduling & Administration: Manage employee scheduling, timekeeping, payroll support, and related administrative responsibilities.
• Training & Process Improvement: Maintain and improve training materials, communication tools, procedures, and response templates to ensure consistent and accurate service.
• Performance & Reporting: Utilize quality management tools, performance metrics, and guest feedback to monitor results, identify improvements, and support internal and corporate reporting.
• Resort Collaboration: Partner with resort departments to maintain accurate information, support promotions and initiatives, and ensure consistent guest communication.
• Resort Standards: Support resort goals, values, and service standards while adhering to company policies, procedures, and required training.

Competencies and Job Requirements:

• Strong written and verbal communication skills, with the ability to communicate effectively with guests, employees, and resort leadership.
• Demonstrated leadership skills with the ability to coach, motivate, and develop employees while fostering 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 with a 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 the ability to learn and adapt to new technologies.
• Commitment to continuous learning, improvement, and taking 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.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to walk, talk, see, and hear. Must be capable of sitting or standing 80% or more of a normal 8‑hour work shift. Must be capable of occasionally carrying, lifting, pushing or pulling up to 20lbs. Must be capable of occasionally squatting, bending, kneeling, reaching, and balancing, able to climb ladders and shovel snow. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perceptions and the ability to adjust focus.

Working Conditions:

Indoor/Outdoor: While performing the duties of this job, the employee will infrequently exposed to outside weather conditions. The employee will infrequently be exposed to extreme cold, wetness and/or humidity, and occasionally blizzards and extreme storm conditions.

Hazardous Materials/Noise: The noise level in the workplace is usually moderate.

Equipment Used in Job: Snow blower, shovels, outdoor furniture, general office equipment.

Education and Experience:

• High School Diploma or GED
• Three years experience in all of the following fields: call center/ resort, customer service, sales, resort software (RTP preferred); or equivalent combination of education and experience.
• Management background

A Motor Vehicle Record review may be required as part of your job.

For information on Alterra Mountain Company’s Social Responsibility work including our Diversity, Equity, & Inclusion actions, please see our webpage at www.alterramtnco.com/social-responsibility. Among other resources, Alterra has Employee Resource Groups to support the BIPOC (Black, Indigenous, and people of color), disability, LGBTQIA2S+, and women communities within our workforce.