Great Eastern Resort Corp. is hiring an experienced Call Center Operations Manager! The ideal candidate should be strategic yet tactical and not be afraid to confront challenging situations to enforce policies and procedures. 

This position can be based out of Harrisonburg, VA or Virginia Beach, VA. 

Duties/Responsibilities: 

• Supervise a team of up to 6 managers who are responsible for 75 call center agents. 
• Identify new opportunities for cost effective growth and innovated efficiency improvements in call center location
• Manage and optimize administrative processes and policies for the department, including office operations, payroll processing, report distribution, and budget adherence. 
• Develop and maintain customer service standards and protocols across Call Center teams. 
• Develop, implement, and analyze a customer feedback system to enhance customer experiences. 
• Oversee efficiency and effective use of Call Center technology and systems.
• Collaborate closely with other management in the Timeshare Marketing Group to align daily deliverables. 
• Engage with broader company marketing team to actively contribute to Resort and Active Adult Marketing discussions. 
• Regularly analyze all call center agent level metrics and develop recommendations to Management Team and Director. 
• Model ongoing professional development by taking classes, expanding knowledge, and/or maintaining an active professional industry and community network.

Required Qualifications: 

• Bachelor's Degree in Business Administration, Management, Marketing or related field and/or equivalent work experience. 
• Minimum of 7 years' experience in a call-center environment, with at least 4 years in a supervisory or management role. 
• Solid understanding of call center performance metrics and reporting, payroll management, and forecasting. 
• Exceptional interpersonal and communication skills. 
• Excellent attention to detail. 
• Expert at call center best practices. 
• Proficient with MS Office products, call center/telephony technology, and computers.
• Must be willing to work variable shifts including nights and weekends and be available at all times of Call Center operational hours. 

Preferred Qualifications: 

• Previous experience in sales, hospitality, resort, timeshare, or real estate industry.
• Working knowledge of Salesforce CRM.

Why Join Us? 

• Comprehensive benefits package (for all employees including part-time and full-time) 
• Rewards and discounts at Massanutten Resorts and partner resorts across the globe via RCI Exchange Vacation Plan 
• On-the-job training
• Fun and inclusive work environment 
• Massanutten Resort is 100% employee owned! Resort employees become participants in the Resort's Companies, Inc. Employee Stock Ownership Plan (ESOP), a qualified retirement plan as soon as they work one hour. Benefit offered to full-time, part-time, and seasonal employees. 

As an equal opportunity employer, Resorts follows all applicable employment laws that prohibit discrimination on the basis of race (including traits historically associated with race, such as hair texture, hair type, and hair styles), color, national origin, sex, sexual orientation, gender identity, pregnancy (including childbirth, lactation, and related medical conditions), religion, age, genetic, information, disability, marital status, or any other bases protected by applicable federal, state, or local laws. This policy applies to all aspects of employment, including but limited to hiring, placement, promotion, transfer, separation, training, compensation, and benefits.