Call Center Operations Manager

Westgate Resorts - Ocoee, FL3.6

Full-timeEstimated: $57,000 - $80,000 a year

As the Call Center Operations Manager for Westgate Resorts, you will be responsible for overseeing the reporting analyst team in addition to all reporting aspects for the divisions of Owner Reservations, Rental Reservations, VOA, and Travel Club.

A strong candidate for this position must have strong analytical, time management and problem solving skills, be highly organized and consistent in delivering tasks.

A successful Operations Manager will ensure that all reporting dashboards are up to date, ad hoc reports and analyses are created and deployed in a timely manner.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Responsible for preparing quality and timely reports
Collect, extract, sort and organize data for various analyses utilizing internal and external sources
Collect applicable data throughout the month
Provide extensive monthly and quarterly Excel Spreadsheets directly used for performance dashboards
Assist in the day-to-day maintenance/growth of reporting around the business
Assist in creating and maintaining databases used for analysis
Manage multiple files, requests and deadlines
Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Other duties may be assigned
Create, implement, and analyze reporting for all dialer and call center operations
Create and analyze dialer strategies to maximize the effectiveness of dialer operations
Attend and facilitate meetings, develop and maintain relationships
Provide guidance to Dialer Services staff regarding troubleshooting, maintenance, modification, installation, or relocation of dialer systems and applications
Adhere to, and promote compliance to all security policies and procedures
Strong working comprehension of various business strategies as they relate to predictive dialer platforms and other communications systems


Strong supervisory skills. The Call Center Operations Manager will be responsible for overseeing the reporting analyst team.


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are a representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Expert level knowledge of Microsoft Excel
Expert level knowledge of Microsoft Access
Expert level knowledge of SQL
Knowledge of Database Architecture
Knowledge in HTML
Knowledge in Tableau
Knowledge of Visual Basic preferred
Strong interpersonal skills
Strong analytical and organization skills
Advanced project management skills

Bachelor's degree or higher in a technical field.
Three years of professional reporting analytics experience
Three years of call center operations experience

Strong verbal and written communication skills. Ability to read, analyze and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.


Ability to add, subtracts, multiply, and divides in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rate, ration and percent and to draw and interpret bar graphs. Ability to perform these operations uses units of American money and weight measurement, volume and distance.


Ability to solve practical problems and deal with a variety of concrete variables in situations; where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.


Must be capable of lifting and installing equipment as required. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand, walk, and sit and to use hands to finger, handle, or feel. The employee must frequently lift and/or move up to 10 pounds. Specific vision ability required by this job includes close vision, distance vision and ability to adjust focus.


On-call work is required. Night, weekend, and shift work is required. Limited travel is required to support business expansion and infrastructure upgrades, and training. Must be able to deal with stressful office situations while troubleshooting problems

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.