The Call Center Operations Manager will be responsible for the direct management and oversight of day-to-day IT Call Center operations, ensuring that service delivery standards, performance metrics ...
The Call Center Operations Manager will be responsible for the direct management and oversight of day-to-day IT Call Center operations, ensuring that service delivery standards, performance metrics ...
The Call Center Operations Manager will be responsible for the direct management and oversight of day-to-day IT Call Center operations, ensuring that service delivery standards, performance metrics ...
The Call Center Operations Manager will be responsible for the direct management and oversight of day-to-day IT Call Center operations, ensuring that service delivery standards, performance metrics ...
The Call Center Operations Manager will be responsible for the direct management and oversight of day-to-day IT Call Center operations, ensuring that service delivery standards, performance metrics ...
The Call Center Operations Manager will be responsible for the direct management and oversight of day-to-day IT Call Center operations, ensuring that service delivery standards, performance metrics ...
This individual will work closely with the Call Center Operations Manager to implement operational directives, address performance issues, and foster a positive and productive team environment.
This individual will work closely with the Call Center Operations Manager to implement operational directives, address performance issues, and foster a positive and productive team environment.
This individual will work closely with the Call Center Operations Manager to implement operational directives, address performance issues, and foster a positive and productive team environment.
This individual will work closely with the Call Center Operations Manager to implement operational directives, address performance issues, and foster a positive and productive team environment.
This individual will work closely with the Call Center Operations Manager to implement operational directives, address performance issues, and foster a positive and productive team environment.
This individual will work closely with the Call Center Operations Manager to implement operational directives, address performance issues, and foster a positive and productive team environment.
This individual will work closely with the Call Center Operations Manager to implement operational directives, address performance issues, and foster a positive and productive team environment.
This individual will work closely with the Call Center Operations Manager to implement operational directives, address performance issues, and foster a positive and productive team environment.
This individual will work closely with the Call Center Operations Manager to implement operational directives, address performance issues, and foster a positive and productive team environment.
This individual will work closely with the Call Center Operations Manager to implement operational directives, address performance issues, and foster a positive and productive team environment.
This individual will work closely with the Call Center Operations Manager to implement operational directives, address performance issues, and foster a positive and productive team environment.
This individual will work closely with the Call Center Operations Manager to implement operational directives, address performance issues, and foster a positive and productive team environment.
CALL CENTER SPECIALIST
Memphis, TN · On-site
$15 - $18.75/hr
Call Center Specialist Lakeside Behavioral Health System provides an excellent opportunity for ... management. Universal Health Services (UHS) is one of the nation's largest and most respected ...
CALL CENTER SPECIALIST
Memphis, TN · On-site
$15 - $18.75/hr
Call Center Specialist Lakeside Behavioral Health System provides an excellent opportunity for ... management. Universal Health Services (UHS) is one of the nation's largest and most respected ...
The Call Center Operations Manager will be responsible for the direct management and oversight of day-to-day IT Call Center operations, ensuring that service delivery standards, performance metrics ...
The Call Center Operations Manager will be responsible for the direct management and oversight of day-to-day IT Call Center operations, ensuring that service delivery standards, performance metrics ...
Advanced Call Center Technologies Operations Manager Reports To : Site Director Department : Operations FLSA Status : Exempt Advanced Call Center Technologies is now seeking an experienced call ...
Advanced Call Center Technologies Operations Manager Reports To : Site Director Department : Operations FLSA Status : Exempt Advanced Call Center Technologies is now seeking an experienced call ...
The Call Center Operations Manager will be responsible for the direct management and oversight of day-to-day IT Call Center operations, ensuring that service delivery standards, performance metrics ...
The Call Center Operations Manager will be responsible for the direct management and oversight of day-to-day IT Call Center operations, ensuring that service delivery standards, performance metrics ...
This individual will work closely with the Call Center Operations Manager to implement operational directives, address performance issues, and foster a positive and productive team environment.
This individual will work closely with the Call Center Operations Manager to implement operational directives, address performance issues, and foster a positive and productive team environment.
The Call Center Operations Manager will be responsible for the direct management and oversight of day-to-day IT Call Center operations, ensuring that service delivery standards, performance metrics ...
The Call Center Operations Manager will be responsible for the direct management and oversight of day-to-day IT Call Center operations, ensuring that service delivery standards, performance metrics ...
Advanced Call Center Technologies Operations Manager Reports To : Site Director Department : Operations FLSA Status : Exempt Advanced Call Center Technologies is now seeking an experienced call ...
Advanced Call Center Technologies Operations Manager Reports To : Site Director Department : Operations FLSA Status : Exempt Advanced Call Center Technologies is now seeking an experienced call ...
This individual will work closely with the Call Center Operations Manager to implement operational directives, address performance issues, and foster a positive and productive team environment.
This individual will work closely with the Call Center Operations Manager to implement operational directives, address performance issues, and foster a positive and productive team environment.
This individual will work closely with the Call Center Operations Manager to implement operational directives, address performance issues, and foster a positive and productive team environment.
This individual will work closely with the Call Center Operations Manager to implement operational directives, address performance issues, and foster a positive and productive team environment.
This individual will work closely with the Call Center Operations Manager to implement operational directives, address performance issues, and foster a positive and productive team environment.
This individual will work closely with the Call Center Operations Manager to implement operational directives, address performance issues, and foster a positive and productive team environment.
This individual will work closely with the Call Center Operations Manager to implement operational directives, address performance issues, and foster a positive and productive team environment.
This individual will work closely with the Call Center Operations Manager to implement operational directives, address performance issues, and foster a positive and productive team environment.
Manager Timeshare Call Center information
What does a manager timeshare call center do?
A Manager Timeshare Call Center oversees the daily operations of a call center focused on selling or supporting timeshare properties. Their responsibilities include supervising staff, ensuring customer service standards are met, managing sales targets, and developing training programs. They also handle escalated customer issues, monitor performance metrics, and implement strategies to improve efficiency and sales outcomes. This role requires strong leadership, communication, and organizational skills.
How does a manager timeshare call center typically support and motivate their team to achieve sales targets?
As a Manager of a Timeshare Call Center, you'll play a pivotal role in both guiding and motivating your team to achieve ambitious sales goals. This often includes conducting regular team meetings, providing real-time coaching and feedback, setting clear performance expectations, and recognizing top performers. You'll also analyze call metrics and sales data to identify opportunities for improvement and organize training sessions to address specific skill gaps. Fostering a positive, energetic work environment is key to keeping staff engaged and ensuring the team consistently meets or exceeds targets.
What are the key skills and qualifications needed to thrive as a manager timeshare call center, and why are they important?
To thrive as a Manager Timeshare Call Center, you need strong leadership, sales acumen, and operational management skills, often backed by a bachelor's degree and relevant industry experience. Familiarity with customer relationship management (CRM) software, call center telephony systems, and reporting tools is typically required. Excellent communication, conflict resolution, and motivational abilities set great managers apart in this role. These skills are critical to driving team performance, maintaining customer satisfaction, and achieving sales targets in a competitive environment.
What is the difference between Manager Timeshare Call Center vs Customer Service Supervisor?
| Aspect | Manager Timeshare Call Center | Customer Service Supervisor |
|---|---|---|
| Credentials | Experience in call center management, industry-specific knowledge | Customer service experience, often with supervisory training |
| Work Environment | High-volume call center, sales and customer retention focus | Customer support teams, service quality improvement |
| Industry Usage | Common in timeshare and hospitality sectors | Widespread across various industries including retail and telecom |
The Manager Timeshare Call Center oversees call center operations, focusing on sales, retention, and team management within the timeshare industry. In contrast, a Customer Service Supervisor manages customer support teams across multiple sectors, emphasizing service quality and issue resolution. While both roles require leadership and communication skills, the Manager Timeshare Call Center has a more specialized focus on sales and industry-specific processes.
What are the most commonly searched types of Timeshare Call Center jobs in Tennessee?
The most popular types of Timeshare Call Center jobs in Tennessee are:
What cities in Tennessee are hiring for Manager Timeshare Call Center jobs?
Cities in Tennessee with the most Manager Timeshare Call Center job openings:
Call Center Operations Manager
Nashville, TN • On-site
Koniag, Inc. •
Investment Management and Consulting Services • 501 - 1,000 employees501 - 1,000 employees
Full-time
Medical, Dental, Vision, Retirement, PTO
Posted 22 days ago
Job description
Koniag Services Inc., a Koniag Government Services company, is seeking an experienced Call Center Operations Manager - Morning to oversee the daily operations of our IT Call Center supporting government clients in the Nashville, Tennessee area. The ideal candidate is a hands-on, detail-oriented leader with a strong background in IT call center or service desk operations, workforce management, and team leadership. They bring a passion for operational excellence, a commitment to customer satisfaction, and the ability to drive performance in a dynamic, government-facing service environment. Ability to obtain a government security clearance may be required to support Koniag Services Inc. and our government customers. This position is located in Nashville, Tennessee. This is a morning position 4:30am to 3:00pm (4 On/4 Off/10 hour shifts) to include a 30 min meal break.
We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.
The Call Center Operations Manager will be responsible for the direct management and oversight of day-to-day IT Call Center operations, ensuring that service delivery standards, performance metrics, and customer satisfaction goals are consistently achieved. This individual will work closely with the Program Manager and Deputy Program Manager to align operational activities with broader program objectives and contractual requirements. Principal responsibilities will include but are not limited to:
Education and Experience:
Required:
Preferred:
Required Skills and Competencies:
Desired Skills and Competencies:
Our Equal Employment Opportunity Policy:
The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment.
The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or to apply to a position on our website, please contact Heaven Wood via e-mail at accommodations@koniag-gs.com or by calling 703-488-9377 to request accommodations.
Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit www.koniag-gs.com.
Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352
We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.
The Call Center Operations Manager will be responsible for the direct management and oversight of day-to-day IT Call Center operations, ensuring that service delivery standards, performance metrics, and customer satisfaction goals are consistently achieved. This individual will work closely with the Program Manager and Deputy Program Manager to align operational activities with broader program objectives and contractual requirements. Principal responsibilities will include but are not limited to:
- Manage and oversee the daily operations of the IT Call Center, ensuring efficient and effective service delivery to government end users across all operational hours and shifts.
- Directly supervise call center team leads and supervisors, providing guidance, coaching, and performance feedback to drive individual and team accountability.
- Monitor real-time call center performance, including call volumes, ticket queues, handle times, and resolution rates, taking immediate corrective action when performance deviations are identified.
- Develop, track, and report on key operational metrics and SLA compliance, providing regular performance updates to the Program Manager and customer stakeholders.
- Oversee workforce management activities including staff scheduling, shift assignments, leave management, and real-time queue adjustments to maintain appropriate coverage levels across all shifts.
- Serve as the primary escalation point for complex or high-priority IT support issues, coordinating with technical teams and subject matter experts to facilitate timely resolution and customer communication.
- Develop, implement, and maintain standard operating procedures (SOPs), call handling guidelines, and operational playbooks to ensure consistency and quality across all call center functions.
- Conduct regular team meetings, performance reviews, and one-on-one coaching sessions with team leads and supervisors to reinforce expectations and support professional development.
- Identify operational inefficiencies and lead continuous process improvement efforts, leveraging ITIL best practices and performance data to enhance service delivery outcomes.
- Coordinate onboarding and training activities for new call center staff, ensuring all personnel are equipped with the knowledge, tools, and resources needed to perform their roles effectively.
- Manage and maintain call center technology platforms, including ITSM ticketing systems, phone systems, and workforce management tools, escalating technical issues as needed.
- Ensure all call center operations are conducted in compliance with applicable federal regulations, agency policies, contractual requirements, and security protocols.
- Assist the Program Manager in the preparation of performance reports, customer deliverables, and program status updates.
- Foster a positive, inclusive, and high-performance team culture that prioritizes customer service excellence, employee engagement, and continuous improvement.
Education and Experience:
Required:
- Bachelor's degree in Business Administration, Information Technology, Management, or a related field from an accredited college or university. Relevant experience may be considered in lieu of a degree.
- 5+ years of experience in an IT call center, service desk, or IT support operations environment, with at least 2 years in a supervisory or management role.
- Demonstrated experience managing team performance, workforce scheduling, and SLA compliance in a structured call center environment.
- Experience working within a federal government contracting environment preferred.
Preferred:
- Prior experience managing IT call center operations in support of a federal government customer.
- Experience managing teams of 20 or more call center agents or IT support specialists.
Required Skills and Competencies:
- Exceptional communication skills in English - both written and oral - with the ability to communicate effectively with government stakeholders, program leadership, and frontline call center staff.
- Strong leadership and people management skills, with demonstrated success supervising and motivating multi-shift call center teams in a high-tempo service environment.
- Hands-on knowledge of IT service management principles and frameworks, including ITIL, with direct experience managing SLAs, KPIs, and operational performance metrics.
- Proficiency with IT Service Management (ITSM) platforms such as ServiceNow, Remedy, or equivalent ticketing and workflow management systems.
- Experience with workforce management tools and call center telephony platforms for scheduling, monitoring, and reporting purposes.
- Strong analytical and problem-solving skills with the ability to interpret performance data, identify trends, and implement data-driven operational improvements.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and collaboration tools such as Microsoft Teams and SharePoint.
- Demonstrated ability to manage competing priorities, handle escalations effectively, and maintain composure in a fast-paced, customer-focused environment.
- Experience developing and maintaining SOPs, operational guidelines, and training materials for call center staff.
- Ability to obtain and maintain a government security clearance as required.
Desired Skills and Competencies:
- Active government security clearance (Secret or higher).
- ITIL Foundation certification or higher (ITIL Intermediate or ITIL 4 Managing Professional).
- HDI Support Center Manager (HDI-SCM) or HDI Support Center Team Lead certification.
- Project Management Professional (PMP) certification or equivalent project management experience.
- Familiarity with federal IT governance frameworks such as FITARA, FedRAMP, or NIST cybersecurity standards.
- Experience implementing or supporting quality assurance (QA) programs within a call center environment.
- Knowledge of call center performance analytics platforms and reporting tools.
- Experience coordinating with subcontractors or third-party vendors in a government contracting environment.
- Familiarity with Agile or hybrid operational management methodologies as applied to IT service delivery programs.
Our Equal Employment Opportunity Policy:
The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment.
The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or to apply to a position on our website, please contact Heaven Wood via e-mail at accommodations@koniag-gs.com or by calling 703-488-9377 to request accommodations.
Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit www.koniag-gs.com.
Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352
About Koniag
Sourced by ZipRecruiter
Industry
Investment management and consulting services
Company size
501 - 1,000 Employees
Headquarters location
Kodiak, AK, US
Year founded
1972