Resort Contact Center Leader: Sales & Service

Alterra; Olympic Valley (CA); On-site; USD 73,000 - 94,000; Full time

Benefits offered by this job

Free skiing + riding privileges to Pal

Healthcare options for Seasonal & Year

Generous discounts on outdoor gear

Job summary

Palisades Tahoe seeks a Contact Center Manager to lead daily operations, coach a team of approximately 14 agents, and drive sales and guest experiences across phone, chat, and email channels.

The role requires hands‑on leadership, strong product knowledge of resort offerings, and a commitment to continuous improvement in service and efficiency. Competitive benefits accompany the position.

Qualifications

• Strong written and verbal communication with guests, employees, and leadership.
• Demonstrated leadership ability to coach, motivate and develop staff.
• Organizational, problem‑solving and decision‑making skills in a fast‑paced setting.

Responsibilities

• Lead, coach, and develop a team of about 14 Contact Center employees.
• Drive sales and service performance through coaching and product knowledge.
• Oversee daily operations across phone, chat, and email channels.
• Resolve escalated guest concerns with timely, thoughtful service.
• Support recruiting, onboarding, training, and performance management.
• Manage scheduling, timekeeping, payroll support, and admin duties.
• Improve training materials and procedures for consistent service.
• Monitor results with quality metrics and guest feedback.
• Collaborate with resort departments on promotions and info.
• Uphold resort standards and training requirements.

Skills

Team Leadership

Sales & Service

Communication

Problem Solving

Cross‑department collaboration

Education

High School Diploma or GED

Tools

RTP software

Job description

Palisades Tahoe seeks a Contact Center Manager to lead daily operations, coach a team of approximately 14 agents, and drive sales and guest experiences across phone, chat, and email channels.

The role requires hands‑on leadership, strong product knowledge of resort offerings, and a commitment to continuous improvement in service and efficiency. Competitive benefits accompany the position.