Senior Contact Centre Operations Manager Salary: $65,000 - $75,000 (£48,000 - £55,250)
Location: WFH - Global
Working hours: 40 hrs per week
CCP have been exclusively retained by a US Hospitality Platform to appoint a Senior Contact Centre Operations Manager to lead their remote, 24/7, reservations and guest services operation supporting independent hotels and resorts.
This is a senior leadership role with full accountability for contact centre performance, guest satisfaction, BPO vendor management, workforce planning, and revenue-driving reservation conversion. The team is 100% outsourced via BPO.
Key Responsibilities - Lead a remote team of reservations & guest service agents
- Oversee inbound call centre performance (SLAs, QA, CSAT, productivity)
- Drive reservation conversion and upsell revenue
- Manage third-party BPO partners and vendor KPIs
- Oversee workforce planning, scheduling & staffing efficiency
- Review operational reporting and implement performance improvements
- Partner with hotel clients to ensure service excellence
Requirements - 5+ years’ contact centre operations leadership experience
- Hospitality / hotel / resort / reservations background required
- Proven experience managing BPO vendors and remote teams
- Strong workforce management and performance reporting experience
- Commercial mindset with a focus on revenue and guest satisfaction
- Excellent communication and leadership skills
What’s on Offer - $65,000 - $75,000 (Equivalent to £48,000 - £55,250)
- Performance-based bonus tied to CSAT, QA, SLA delivery, conversion & vendor KPIs
- Fully remote leadership opportunity - WORK ANYWHERE IN THE WORLD
- High-impact role influencing revenue and guest experience
This opportunity is being recruited for by CCP. If suitable, please apply and we’ll aim to respond to your application within 48 hours. If you’d like to know more about this opportunity before applying, please email dan@ccprecruitment.com.
CCP are experts in Customer Operations and CX recruitment. Since 2007, we've built an excellent reputation for successfully partnering with brands and supporting candidates in their search for great new roles, while always delivering exceptional service.