Customer Service Manager - Call Center

Welcome to ONE!While we're headquartered in sunny Arizona, we've always got travel on our minds. We're 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 OperationsThe Customer Services Manager is responsible for leading high-performing travel service operations within a fast-paced contact center environment, overseeing teams of approximately 25-50 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 monthKey ResponsibilitiesLead, coach, and develop Customer Services Supervisors and contact center teams consisting of 25-50 employees to deliver exceptional customer service and operational performanceDrive team performance through effective leadership, quality management, accountability, and continuous coachingMonitor daily, weekly, and monthly operational metrics including customer satisfaction, quality assurance scores, productivity, service levels, attendance, and conversion performance where applicableIdentify performance gaps and implement action plans to improve service delivery, employee engagement, and operational efficiencyFoster a positive, high-performance culture focused on customer experience, teamwork, accountability, and continuous improvementPartner with senior leadership to align operational strategies with company goals, service initiatives, and business prioritiesResolve escalated customer concerns, operational challenges, staffing issues, and service disruptions in a timely and professional mannerSupport workforce planning, scheduling, staffing optimization, and resource allocation to ensure consistent service coverageDevelop and mentor supervisors and emerging leaders to strengthen leadership capabilities and support succession planningCollaborate with training, quality assurance, and other internal departments to improve processes, enhance service delivery, and support operational initiativesLead special projects, process improvement efforts, and service enhancement initiatives as assignedEnsure compliance with company policies, procedures, regulatory requirements, and performance standardsPerform additional duties as assignedQualificationsBachelor's degree in business administration, Hospitality, Travel Management, or related field preferredMinimum 5+ years of leadership experience managing large teams in a contact center, customer service, or travel services environmentProven experience managing teams of 25-50 employees, including supervisors and frontline staffStrong background in contact center operations, workforce management, customer experience, and performance managementDemonstrated ability to lead, motivate, coach, and develop high-performing teamsExperience managing operational KPIs, quality metrics, productivity standards, and customer satisfaction initiativesExcellent conflict resolution and customer escalation management skillsStrong verbal and written communication skills with the ability to collaborate effectively across departmentsHighly organized with strong attention to detail and the ability to manage multiple priorities in a fast-paced environmentProficient in contact center technologies, reporting tools, and workforce management systems preferredMust successfully complete and clear the company's comprehensive background screening process as a condition of employmentBusiness Attire:Professional business attire is required for this role reflecting a polished and professional appearance.What We Offer Exclusive Team Member Travel DiscountsAffordable Medical Insurance100% Employer Paid Dental and Vision InsuranceHSA with Company Contribution401(k)Basic and Voluntary Life & AD&DPTO/PSTPet BenefitsCovered ParkingPhysical 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.