Remote Call Center Leader for Owner Experience

Vacatia; United States; A distancia; USD 90.000 - 120.000; Jornada completa

Descripción de la vacante

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

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Call center leadership

Operations management

Performance coaching

Workforce planning

CRM systems

Educación

Bachelor’s degree

Herramientas

CRM

Workforce management

Quality monitoring

Descripción del empleo

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