Contact Center Manager

This position leads the Call Center team as a working manager responsible for reservations, customer support, and sales across multiple channels. The Contact Center Manager is accountable for team performance, revenue results, service delivery, and operational accuracy while working closely with internal departments and external partners.

This role requires strong independent judgment, consistent follow-through, and proactive leadership of a remote team. This Hawaii-based role requires consistent on-site presence and operational availability to support business needs.

Essential Duties

Lead daily call center operations to ensure consistent service delivery, sales performance, and operational accuracy. Own call center sales performance including conversion, upsell results, and revenue contribution; implement coaching and process improvements to drive results. Manage and develop team members through structured training, coaching, performance management, and accountability.

Maintain structured oversight of a remote team including regular check-ins, call monitoring, and performance visibility. Serve as a working manager by handling calls, bookings, escalations, and providing coverage during peak periods, staffing gaps, and complex service situations. Manage staffing schedules and labor coverage based on business demand and service levels.

Monitor call volume, booking trends, and performance metrics; identify opportunities and provide leadership with actionable reporting and recommendations. Oversee reservation accuracy, OTA portals, pricing updates, and product content to ensure system integrity and consistency. Develop, maintain, and enforce SOPs and quality control practices to support accuracy and consistency.

Resolve complex guest, partner, and operational issues with sound judgment and timely follow-through. Serve as primary liaison with Sales, Marketing, Accounting, and Operations to maintain alignment and execution. Serve as primary on-call leader for call center operations to ensure continuity of service. Foster a high-performing, customer-focused, and revenue-driven team culture.

Qualifications

Minimum 3 years managing a call center or similar service-based team, including direct remote team leadership experience; minimum 5 years of customer service or sales experience, preferably in travel, tourism, transportation, or hospitality Strong leadership, coaching, and performance management skills with a focus on sales and service results Ability to lead independently with sound judgment and consistent follow-through Strong communication and problem-solving skills with ability to resolve complex guest and operational issues Experience with reservation systems, OTA platforms, and reporting tools Highly organized and detail-oriented with ability to manage multiple priorities in a fast-paced environment Proficient in Excel and standard business systems used for scheduling, reporting, and reservations Available to work a flexible schedule including weekends, holidays, and on-call leadership coverage as required Hawaii-based role requiring regular in-office presence First 90 days fully in-office for training and operational integration After successful onboarding, a consistent weekly schedule will be established based on operational needs.

Regular in-office presence is required Bachelor’s degree preferred or equivalent experience Compensation will be determined based on the candidate’s skills, experience, and education Benefits: Medical, Dental, Vision and Drug Insurance 401(k) with a generous company match! Paid time off Employee Assistance Plan Pet Insurance Employee discount Advancement opportunities Free Parking Polynesian Adventure Tours, LLC, is proud to be an Equal Opportunity/Affirmative Action employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, gender identity, sexual orientation, or protected veteran status.