Hawaii-Based Lead Contact Center Manager – Travel & Sales

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

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.