Call Center Manager

NDM Hospitality Services•Kissimmee, FL

About The Position

NDM is a family-owned hospitality company that began in food & beverage and is now expanding into the vacation rental industry. We are redefining hospitality by creating recognizable brands that offer consistent accommodations, services, and amenities-combining the comfort of a vacation home with the experience of a world‑class resort. Position Overview The Call Center Sales Manager oversees all operational and sales functions of our Call Center Team. This role ensures an exceptional customer experience across all communication channels, including phone and digital platforms. You will lead Supervisors and Vacation Specialists to optimize operations, drive revenue, and elevate customer service performance. This is a high-impact leadership role focused on improving call center metrics, strengthening sales performance, and motivating a growing team.

Requirements

High school diploma required; some college preferred.
3+ years of experience leading Sales Supervisors in a call center or performance-driven sales environment.
Proven success leading sales teams to exceed KPIs using data-driven strategies.
Strong skills in QC scoring, call monitoring, coaching, and performance evaluation.
Excellent communication, collaboration, and organizational skills.
Strong understanding of sales methodologies and customer service best practices.
Ability to analyze challenges, prioritize solutions, and drive results.
Ability to work independently, innovate processes, and manage multiple priorities.
Proficiency in Microsoft Office with advanced Excel skills required.
Strong technical aptitude and ability to learn new tools quickly.
Highly organized with a passion for mentoring and developing teams.

Nice To Haves

Experience with contact center workforce management software (Dialpad preferred).
Experience administering telephony systems in a call center environment (Dialpad preferred).

Responsibilities

Manage and improve call volume, efficiency, and overall call center performance metrics.
Oversee service levels and resource planning across all call center teams.
Serve as the primary contact for Workforce Management (WFM) processes for senior leaders and operational partners.
Implement performance management strategies to increase sales and revenue.
Lead, coach, and develop Sales Supervisors to improve engagement, productivity, KPI performance, and quality metrics.
Develop and execute sales processes for leads from digital, TV, print, and other media channels.
Prepare and analyze sales performance reports, forecasts, and action plans.
Identify performance gaps and implement solutions to drive results.
Coordinate daily priorities and operations across sales teams.
Train, mentor, and support Supervisors and Vacation Specialists in goal setting, communication, and leadership development.
Support talent management efforts including recruiting, hiring, and employee development planning.
Conduct employee audits and provide coaching to improve skills.
Track and measure agent productivity in bookings and daily tasks.
Ensure timely and accurate payroll processing.
Gather customer feedback and recommend improvements to service levels and guest satisfaction.
Review guest comment cards and participate in corrective action plans.
Build strong relationships with internal teams, partners, and stakeholders.
Maintain a positive, engaging work environment through team events and recognition programs.
Perform administrative tasks including filing, data entry, purchasing, and network organization.