Contact Center Manager

Contact Center Manager at Sugarbush Resort summary: The Contact Center Manager at Sugarbush Resort oversees call center operations, ensuring staffing levels meet demand while enhancing customer satisfaction and revenue generation. This role involves hiring, training, and evaluating staff, maintaining knowledge of resort offerings, and managing the distribution of inventory and rates. The ideal candidate possesses strong communication skills and significant hospitality experience, contributing to an exceptional guest experience. Please note, this position is located at Sugarbush Resort in Warren, VT Year Round RESORT OVERVIEW: Sugarbush Resort is a year-round destination offering some of the best skiing and riding in the east, an award-winning ski school, mountain biking, golf, disc golf, an array of dining venues, and a fully appointed Health and Recreation Center. Do you want to join an all-star team dedicated to delivering an unparalleled guest experience? Make this your best winter yet by joining the team at Sugarbush and taking advantage of everything Vermont has to offer. BESIDES GETTING PAID TO WORK AT AN INCREDIBLE RESORT, WHAT'S IN IT FOR YOU?: Free skiing riding privileges at Sugarbush and across the family of Alterra Mountain Company resorts for all eligible employees and their dependents Discounted rates at non-Alterra-owned Ikon Pass destinations Free golf and health & recreation center membership for eligible employees and their dependents Vacation and sick time for eligible employees to rest, relax and recharge Generous discounts on food & beverage, apparel, and outdoor gear Medical, dental, vision, life, AD&D, short term & long-term disability insurance, EAP, HSAs, FSAs, and more 401(k) plan with generous company match Paid parental leave of up to 6 weeks for eligible employees POSITION SUMMARY: Sugarbush Resort is hiring a Full-time Year-round Contact Center Manager. The Contact Center Manager will support and oversee operations of the Sugarbush Call Center through maintaining and monitoring staffing levels appropriate to call volume and department demands. They will hire, train, schedule, motivate staff, and monitor customer service skills and productivity to maximize profit for the resort and guest satisfaction and maintain company performance metrics. RESPONSIBILITIES: Manage the duties of the Supervisor and reservations staff to insure the efficient and quality results of reservations team, to include guest satisfaction, sales professionalism, and revenue generation. Maintain a complete knowledge of all resort facilities, room types and amenities and remain up to date on all rates and stay restrictions, promotions and campaigns, and changes in policies and procedures. Ensure regular coaching, training and learning opportunities for associates, daily, weekly, and monthly, as needed and supporting HR training models. Attend all designated meetings, as assigned. Identify reporting requirements and metrics to create, manage and execute lodging budget. Provide feedback to Revenue Optimization Team to better maximize resorts revenue and marketing capabilities. Implement and manage GDS inventory; maintain/load rates and information to ensure the accuracy of distribution channels (information, pricing, inclusions, restrictions, etc.) Support the FIT program with guidance from the Director of Sales and Resort Sales Manager. QUALIFICATIONS: High school diploma or equivalent required. College degree preferred. Experience as a supervisor required. Avenue experience /reservations five years minimum required. Excellent communication and listening skills. Technical proficiency (Microsoft Office Suite). Customer service or hospitality experience required. Strong organizational and time management discipline. Experience with Inntopia; RTP or other hospitality operating systems, particularly SMS Host. Keywords: Contact Center Management, Guest Satisfaction, Reservations, Customer Service, Hospitality Management, Leadership, Call Center Operations, Revenue Generation, Staff Training, Resort Management

Location: Mad River Glen, VT, US

Posted Date: 5/10/2025