Call Center Manager

Location:

Las Vegas

Vacatia is reinventing vacation ownership across discovery, booking, and stay. As a Call Center Manager
, you’ll play a key role in delivering an exceptional experience to our owners while leading a high-performing, customer-focused team.

This is a hands-on leadership opportunity for someone who thrives in a fast-paced environment, knows how to turn operational data into action, and is passionate about developing people. You’ll oversee an assigned division of Owner Success employees, drive performance and service quality, and partner across the business to continuously improve the owner experience.

This role is remote within the United States, with periodic travel to Las Vegas required to support the team and business operations.

• Build the Future – Help shape how vacation ownership is experienced by hundreds of thousands of owners.
• Impact That Matters – Your leadership directly influences owner satisfaction, retention, and the overall customer experience.
• Innovation at Scale – Use technology, data, and new ideas to improve how we support our owners.
• Autonomy & Ownership – Take ownership of your division and have a meaningful voice in how we operate.
• Culture of Growth – Develop your team while continuing to grow as a leader.

• Lead the daily operations of an assigned division of Owner Success employees, including supervisors, team leads, and Owner Success representatives, as applicable.
• Ensure appropriate staffing, coverage, and consistent service delivery based on business needs, call volume, seasonality, and operating hours.
• Monitor key operational metrics including service levels, response times, abandonment, productivity, attendance, and schedule adherence.
• Ensure established workflows, service standards, documentation practices, and escalation procedures are followed.
• Identify operational gaps and implement solutions that improve efficiency and the owner experience.
• Provide leadership support during periods of elevated volume and as business needs require.
• Set clear performance expectations and create accountability around service, quality, productivity, and professional conduct.
• Conduct regular one-on-ones, team meetings, coaching sessions, and performance reviews.
• Provide ongoing feedback and development opportunities to help team members reach their potential.
• Partner with People & Culture on employee relations, performance improvement, recognition, and development initiatives.
• Build an engaged, collaborative, and owner-focused culture.
• Identify high-potential employees and support internal development and succession planning.

• Ensure owners receive professional, empathetic, accurate, and consistent support.
• Reinforce a proactive approach focused on owner education, engagement, satisfaction, and retention.
• Monitor owner interactions to evaluate quality and identify coaching opportunities.
• Take ownership of complex or sensitive owner concerns and ensure escalations are addressed appropriately and promptly.
• Use owner feedback, quality results, and service trends to identify opportunities for improvement.
• Help deliver a consistent experience across phone, chat, digital, multilingual, and other support channels.

• Track and analyze service levels, average handle time, response time, abandonment, resolution, quality, owner satisfaction, retention, attendance, and productivity.
• Use data to identify trends, uncover root causes, and develop action plans.
• Hold teams accountable when performance expectations are not being met while balancing productivity with service quality and employee engagement.
• Provide regular…