Remote Call Center Leader for Owner Experience

Vacatia; United States; Remote; USD 90.000 - 120.000; Vollzeit

Zusammenfassung

Vacatia in Las Vegas is seeking a Call Center Manager to lead a high-performing Owner Success team, delivering exceptional owner experiences across phone, chat, and digital channels. This role requires turning operational data into action, coaching supervisors and reps, and partnering with cross-functional teams to improve service levels, quality, and owner retention.

The position is remote within the United States with periodic travel to Las Vegas; bachelor's degree preferred and 5+ years in

Qualifikationen

• 5+ years of experience in contact center operations, customer success, or related service environment.
• 3+ years of experience leading call center teams, including supervisors or team leads.
• Experience managing high-volume operations across multiple shifts, locations, or service channels.
• Strong understanding of workforce planning, service levels, QA, escalations, coaching, and performance management.
• Demonstrated ability to use operational data and customer feedback to improve performance.

Aufgaben

• Lead the daily operations of an assigned division of Owner Success employees, including supervisors and representatives.
• Ensure staffing, coverage, and consistent service delivery based on call volume and hours.
• Monitor metrics such as service levels, handle time, abandonment, productivity, and attendance.
• Ensure workflows, service standards, and escalation procedures are followed.
• Identify gaps and implement solutions to improve efficiency and owner experience.
• Provide leadership during high-volume periods.

Kenntnisse

Call center leadership

Operations management

Performance coaching

Workforce planning

CRM systems

Ausbildung

Bachelor’s degree

Tools

CRM

Workforce management

Quality monitoring

Jobbeschreibung

Vacatia in Las Vegas is seeking a Call Center Manager to lead a high-performing Owner Success team, delivering exceptional owner experiences across phone, chat, and digital channels. This role requires turning operational data into action, coaching supervisors and reps, and partnering with cross-functional teams to improve service levels, quality, and owner retention.

The position is remote within the United States with periodic travel to Las Vegas; bachelor's degree preferred and 5+ years in