Customer Service Manager Call Center

Welcome to ONE!

While were headquartered in sunny Arizona, weve always got travel on our minds. Were in the business of creating transformational technology and business solutions using our decades of expertise creating unique travel programs and products combined with next generation technology.

Customer Services Manager Contact Center Operations

The Customer Services Manager is responsible for leading high-performing travel service operations within a fast-paced contact center environment, overseeing teams of approximately 2550 employees through direct leadership of supervisors and frontline staff. This role drives operational excellence, service quality, customer satisfaction, and team performance while fostering a customer-first culture focused on accountability, engagement, and results.

The ideal candidate is an experienced people leader with a strong background in contact center operations, workforce management, customer experience, and large-team leadership. This role partners closely with senior leadership and cross-functional departments to improve operational efficiency, develop talent, and ensure consistent delivery of exceptional travel service experiences.

This is a base salary PLUS commission plan that pays out up to $3,500 a month

Key Responsibilities

• Lead, coach, and develop Customer Services Supervisors and contact center teams consisting of 2550 employees to deliver exceptional customer service and operational performance
• Drive team performance through effective leadership, quality management, accountability, and continuous coaching
• Monitor daily, weekly, and monthly operational metrics including customer satisfaction, quality assurance scores, productivity, service levels, attendance, and conversion performance where applicable
• Identify performance gaps and implement action plans to improve service delivery, employee engagement, and operational efficiency
• Foster a positive, high-performance culture focused on customer experience, teamwork, accountability, and continuous improvement
• Partner with senior leadership to align operational strategies with company goals, service initiatives, and business priorities
• Resolve escalated customer concerns, operational challenges, staffing issues, and service disruptions in a timely and professional manner
• Support workforce planning, scheduling, staffing optimization, and resource allocation to ensure consistent service coverage
• Develop and mentor supervisors and emerging leaders to strengthen leadership capabilities and support succession planning
• Collaborate with training, quality assurance, and other internal departments to improve processes, enhance service delivery, and support operational initiatives
• Lead special projects, process improvement efforts, and service enhancement initiatives as assigned
• Ensure compliance with company policies, procedures, regulatory requirements, and performance standards
• Perform additional duties as assigned

Qualifications

• Bachelors degree in business administration, Hospitality, Travel Management, or related field preferred
• Minimum 5+ years of leadership experience managing large teams in a contact center, customer service, or travel services environment
• Proven experience managing teams of 2550 employees, including supervisors and frontline staff
• Strong background in contact center operations, workforce management, customer experience, and performance management
• Demonstrated ability to lead, motivate, coach, and develop high-performing teams
• Experience managing operational KPIs, quality metrics, productivity standards, and customer satisfaction initiatives
• Excellent conflict resolution and customer escalation management skills
• Strong verbal and written communication skills with the ability to collaborate effectively across departments
• Highly organized with strong attention to detail and the ability to manage multiple priorities in a fast-paced environment
• Proficient in contact center technologies, reporting tools, and workforce management systems preferred
• Must successfully complete and clear the companys comprehensive background screening process as a condition of employment

Business Attire:

• Professional business attire is required for this role reflecting a polished and professional appearance.

What We Offer

• Exclusive Team Member Travel Discounts
• Affordable Medical Insurance
• 100% Employer Paid Dental and Vision Insurance
• HSA with Company Contribution
• 401(k)
• Basic and Voluntary Life & AD&D
• PTO/PST
• Pet Benefits
• Covered Parking

Physical Requirements:

Prolonged periods of sitting at a desk and working on a computer.

ONE is an equal opportunity employer . All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.