Hawaii On-site Contact Center Manager: Reservations & Sales

Automatic Data Processing, Inc.; Honolulu (HI); Hybrid; USD 54,000 - 70,000; Full time

Benefits offered by this job

Medical, Dental, Vision and Drug 보험

401(k) with generous company match

Paid time off

Employee Assistance Plan

Pet Insurance

Free Parking

Job summary

Polynesian Adventure Tours, LLC seeks a Contact Center Manager to lead reservations, customer support, and sales across multiple channels. This Hawaii-based role requires on-site presence with a strong emphasis on leadership and operational excellence.

You will manage a remote team, optimize performance, coach staff, and coordinate with Sales, Marketing, Accounting, and Operations. The role combines hands-on management with strategic oversight to drive revenue and service quality.

Qualifications

• Minimum 3 years managing a call center or remote team
• Minimum 5 years customer service or sales, preferably in travel
• Bachelor's degree preferred or equivalent experience
• Proficient in Excel and standard business systems

Responsibilities

• Lead daily call center operations to ensure service delivery and sales performance.
• Own call center sales performance including conversion and revenue.
• Manage and develop team through training, coaching and performance management.
• Maintain oversight of a remote team with regular check-ins and reporting.
• Serve as working manager handling calls, bookings, escalations and coverage during peak periods.
• Manage staffing schedules and labor coverage based on demand.
• Monitor call volume, booking trends, and performance metrics.
• Oversee reservations, OTA portals, pricing updates, and product content.
• Develop and enforce SOPs and quality control practices.
• Resolve complex guest, partner, and operational issues.
• Liaise with Sales, Marketing, Accounting, Operations.
• On-call leader for call center operations.
• Foster a high-performing, customer-focused, and revenue-driven culture.

Skills

Call center leadership

Sales experience

Communication skills

Problem solving

Excel skills

Remote team management

Reservation systems

OTA platforms

Scheduling & staffing

Education

Bachelor's degree or equivalent experience

Tools

Excel

Scheduling software

Reporting tools

Job description

Polynesian Adventure Tours, LLC seeks a Contact Center Manager to lead reservations, customer support, and sales across multiple channels. This Hawaii-based role requires on-site presence with a strong emphasis on leadership and operational excellence.

You will manage a remote team, optimize performance, coach staff, and coordinate with Sales, Marketing, Accounting, and Operations. The role combines hands-on management with strategic oversight to drive revenue and service quality.