Manager, Guest Care (Contact Center)

Summary Of Job Description

The Manager, Guest Care (Contact Center) is responsible for leading the day-to-day operations of the company's customer contact center, supporting guest interactions across phone, chat, email, and social media channels. This leader ensures high performance, operational efficiency, and a consistently excellent guest experience that reflects the brand values. Reporting to the Executive Director of Guest Care, the Manager oversees an internal team and external vendor partners, driving key performance indicators (KPIs) such as first contact resolution, service levels, Customer Satisfaction (CSAT), and adherence to quality standards. This position involves conducting analyses on all guest care data and identifying trends to improve the guest experience.

Leads Daily Operations

• Manages the contact center’s day-to-day functions across all customer support channels.
• Maintains high levels of customer satisfaction by continuously improving call quality, resolution rates, and escalation handling.
• Monitors real-time performance to ensure Service Level Agreements (SLAs) are met.

Vendor Oversight

• Partners with third-party contact center vendors to ensure alignment with company expectations, service level agreements (SOPs), budget, and quality standards.

Training & QA

• Coaches, develops, and inspires a team of contact center supervisors and agents.
• Delivers regular feedback, career development, and performance reviews.
• Oversees agent onboarding, training, and quality assurance programs to maintain consistent and high-quality service delivery.

Performance Reporting

• Uses dashboards and analytics tools to track contact center KPIs.
• Delivers insights to leadership on trends, gaps, and opportunities.

Process Optimization

• Identifies, recommends, and implements process and technology improvements to drive efficiency and scalability in the contact center.

Crisis Management

• De-escalates crisis situations and leads the contact center’s response to peak periods, outages, and other urgent situations with speed and clarity.
• Prompts cross-functional teams as appropriate to ensure company-wide response on high-profile matters.

Team Development

• Works closely with the Executive Director of Guest Care to recruit, select, and develop internal associates to elevate their capabilities and support career advancement.

Pay Range

Pay Range: M2 $112,500 - $158,000 / Annual Within the range, individual pay is determined using various factors, including work location and experience.