Contact Center Team Lead

Vacatia, Inc.; Northern (KY); Hybrid; USD 55,000 - 85,000; Full time

Benefits offered by this job

Remote work

Job summary

Vacatia, Inc. is seeking a frontline Call Center Team Lead to guide agents responsible for outbound vacation package sales and scheduling tours. Working remotely, you will drive performance through coaching and escalation handling in a fast-paced contact center.

You will monitor daily metrics, partner with the Contact Center Manager to hit sales, quality, and compliance goals, and lead with a focus on teamwork, growth, and customer outcomes.

Qualifications

• 1+ year of outbound sales or related experience required.
• Proven track record of meeting sales and productivity goals.
• Strong proficiency with CRM software, dialer platforms, MS Office and lead management systems.

Responsibilities

• Monitor daily team performance to achieve sales, tour generation, and productivity goals.
• Partner with the Contact Center Manager to hit sales, quality, productivity, and compliance objectives.
• Analyze performance metrics and recommend improvements to support campaigns.
• Ensure adherence to TCPA, Mini-TCPA, and Do Not Call (DNC) requirements.
• Provide daily leadership, coaching, and one-on-one performance meetings for Travel Coordinators.

Skills

Outbound sales

Telemarketing

CRM software

Dialer platforms

MS Office

Lead management

Tools

CRM software

Dialer platforms

MS Office

Job description

Join Vacatia and Ignite the Contact Center Team Fueling Vacation Sale

Location: Remote

Vacatia is an innovative hospitality company reinventing the vacation rental and ownership experience across discovery, booking, and stay. We’re building the next generation of travel lifestyle products by blending technology, hospitality, and design to create smarter, more connected experiences for guests, owners, and partners.

We’re looking for a frontline Call Center Team Lead who will drive team performance by guiding agents responsible for generating vacation package sales and scheduling vacation ownership tours. If you thrive in dynamic, fast-paced environments and love solving complex problems that blend people, product, and process, this is your opportunity to make your mark at the intersection of hospitality and innovation.

Why You’ll Love Working at Vacatia

• Build the Future: Play a critical role in developing team members and fostering a positive, collaborative work environment focused on continuous improvement.
• Impact That Matters: Maximize conversion opportunities and drive daily team production to ensure sales and tour generation goals are achieved.
• Innovation at Scale: Utilize modern CRM platforms, dialer systems, and lead management software to maximize productivity and optimize outbound calling activity.
• Autonomy and Ownership: Serve as the first level of leadership, handling complex customer escalations and implementing action plans for employees.
• Culture of Growth: Assist with interviewing, onboarding, and training new team members in a performance-driven environment that values employee development.

Your Impact

• Monitor daily team performance to ensure sales, tour generation, and productivity goals are successfully achieved.
• Partner with the Contact Center Manager to consistently achieve sales, quality, productivity, and compliance objectives.
• Analyze individual and team performance metrics to recommend improvement strategies and support promotional campaigns.
• Reinforce adherence to company policies and regulations, including TCPA, Mini-TCPA, and Do Not Call (DNC) requirements.
• Provide daily leadership, conduct side-by-side coaching sessions, and deliver one-on-one performance meetings for assigned Travel Coordinators.

What You Bring

• Minimum one (1) year of successful experience in outbound sales, telemarketing, vacation ownership, hospitality, customer service, or contact center operations required.
• Proven track record of demonstrating success in achieving sales and productivity goals.
• Strength in utilizing CRM software, dialer platforms, MS Office, and lead management systems.
• Ability to resolve conflicts, deliver outstanding verbal and written communication, and thrive in a fast-paced, performance-driven environment.
• Previous leadership, mentoring, coaching, or supervisory experience preferred.