Remote Call Center Manager - Owner Experience

Vacatia; Las Vegas (NV); Remote; USD 90,000 - 130,000; Full time

Job summary

Vacatia is seeking a Call Center Manager to lead a high‑performing Owner Success team from a remote US location with periodic travel to Las Vegas. You will drive staffing, service levels, and KPI performance while coaching a diverse group of supervisors and representatives to deliver outstanding owner experiences.

You will use data to identify trends, implement improvements, and partner with cross‑functional teams to enhance operations.

Qualifications

• 5+ years of experience in contact center operations or related service environments.
• 3+ years of experience leading call center teams including supervisors or team leads.
• Experience managing high-volume operations across shifts, locations or channels.
• Strong understanding of workforce planning, service levels, QA, escalations, coaching, and performance management.
• Must be able to use operational data and customer feedback to improve performance and service delivery.
• Proficiency with CRM, case management, workforce management, quality monitoring, knowledge management, and reporting systems.

Responsibilities

• Lead the daily operations of an assigned division of Owner Success employees, including supervisors, team leads, and representatives.
• Ensure staffing, coverage, and consistent service delivery based on call volume, seasonality, and hours.
• Monitor service levels, response times, abandonment, productivity, attendance, and schedule adherence.
• Ensure workflows, documentation, and escalation procedures are followed; address gaps and improve efficiency.
• Provide leadership during high-volume periods and support team development through coaching and reviews.
• Set clear performance expectations and create accountability for service, quality, and productivity.
• Collaborate with People & Culture on employee relations, recognition, and development initiatives.

Skills

Call Center Leadership

Team Leadership

Operational Analytics

Customer Experience

Multichannel Support

Stakeholder Collaboration

Travel Readiness

Education

Bachelor’s degree in Business Administration, Hospitality, Communications, or related field

Job description

Vacatia is seeking a Call Center Manager to lead a high‑performing Owner Success team from a remote US location with periodic travel to Las Vegas. You will drive staffing, service levels, and KPI performance while coaching a diverse group of supervisors and representatives to deliver outstanding owner experiences.

You will use data to identify trends, implement improvements, and partner with cross‑functional teams to enhance operations.