We are seeking a motivated Call Center Lead to oversee our call center operations and drive revenue growth for Sky Resorts. This individual will be responsible for leading a team of call center agents, optimizing sales strategies, and ensuring that underperforming properties receive targeted focus. The ideal candidate will be adept at learning software systems, call center management, and sales coaching to enhance team performance.  

Key Responsibilities

Call Center Management & Performance Optimization

• Oversee the daily operations of the call center, ensuring efficiency and high-quality guest interactions.
• Must collaborate effectively with on-property front desk teams and management to ensure smooth and seamless customer handoffs.
• Monitor and analyze reservation trends to determine which properties need additional revenue focus.
• Develop and implement targeted sales strategies to drive occupancy and revenue at struggling properties.
• Set and track performance goals for the call center team to enhance booking conversions and guest satisfaction.
• Regularly review call center data and performance reports to identify opportunities for improvement.
• Develop systems for efficiency and procedures going between the front desk and the call center.

Sales Coaching & Staff Development

• Listen to recorded calls to assess performance, identify training opportunities, and provide constructive feedback.
• Coach call center agents and on-property front desk teams to improve sales techniques and guest interactions.
• Conduct regular training sessions on sales tactics, effective communication, and RMS software utilization.
• Implement best practices to improve call handling, upselling strategies, and overall customer experience.
• Set clear performance goals by establishing targets for revenue and conversions

Software & Process Management

• Maintain a working knowledge of rates and inventory in the reservation management software to ensure accuracy and optimization.
• Work closely with the marketing team to adjust pricing strategies as needed.
• Ensure that all team members are proficient in utilizing the reservation software for reservations and revenue tracking.
• Have a working and detailed knowledge of property rates and dynamic pricing. 
• Utilize Google Sheets for data processing and analysis. 

Qualifications & Skills

• 3+ years of experience in call center management, sales leadership, or hospitality reservations.
• Proven ability to analyze data and make data-driven decisions to improve revenue performance.
• Experience in coaching and developing sales teams to meet and exceed performance goals.
• Excellent verbal and written communication skills.
• Ability to multitask, prioritize tasks, and work in a fast-paced environment.
• Strong problem-solving skills and the ability to implement strategic initiatives.

About Sky Resorts

Sky Resorts manages RV parks and manufactured home communities with a mission to create environments that enhance lives. We consider it our calling to craft places where families make memories, retirees enjoy their best years, and individuals find stress-free getaways. Our properties include Sky Valley Resort and Caliente Springs in Desert Hot Springs, CA; Arizona Oasis in Ehrenberg, AZ; Ocotillo RV Resort in Ocotillo Wells, CA; Desert Gardens in Quartzsite, AZ; Pine Pond Homes in Petoskey, MI; and Black Meadow Landing in Black Meadow Landing, CA. As we strive towards our goal of 10,000 sites in 10 years, we are committed to fostering vibrant communities and providing exceptional experiences for our guests and residents. 

Why Join Sky Resorts?

• Opportunity to lead a team and make a direct impact on company revenue.
• Work in a dynamic, fast-growing company with a commitment to excellence.
• Supportive and team-oriented company culture.

If you are passionate about sales, hospitality, and leading high-performing teams, we’d love to hear from you! Apply today to become the Call Center Lead at Sky Resorts.