Call Center Supervisor bei Sugarbush Resort

RESORT OVERVIEW:

Sugarbush Resort is a year-round destination offering some of the best skiing and riding in the east, an award-winning ski school, golf, disc golf, an array of dining venues, and a fully appointed Health and Recreation Center. Do you want to join an all-star team dedicated to delivering an unparalleled guest experience? Make this your best season yet by joining the team at Sugarbush and taking advantage of everything Vermont has to offer.

BESIDES GETTING PAID TO WORK AT AN INCREDIBLE RESORT, WHAT'S IN IT
FOR YOU?:

• Free skiing + riding privileges at Sugarbush and across the family of Alterra
Mountain Company resorts for all eligible employees and their dependents.
• Free or discounted IKON pass.
• Golf perks along with health & recreation center membership for eligible
employees and their dependents.
• Vacation and sick time for eligible employees to rest, relax and recharge.
• Generous discounts on food & beverage, apparel, and outdoor gear.
• Medical, dental, vision, life, AD&D, short term & long-term disability insurance,
EAP, HSAs, FSAs, and more.
• 401(k) plan with generous company match.

Paid parental leave of up to 6 weeks for eligible employees.
• Employee housing (subject to availability).

POSITION SUMMARY

The Call Center Supervisor plays a key leadership role within Sugarbush’s contact center operations, managing a team of 4-8 customer support agents focused on delivering exceptional service to Sugarbush Guests. This position is responsible for overseeing daily team performance, providing mentorship and development, handling escalated guest concerns, and ensuring operational excellence through scheduling, training, and real-time support. The ideal candidate brings strong communication skills, a collaborative spirit, and a passion for driving a high-performance service culture in a dynamic, seasonal environment. This is a full-time year-round position with pay ranging from $23- $26/hour depending on experience.

This position can be a hybrid position, meaning employees can work partly in the physical workplace, and partly remotely, at home or from another workspace. If you prefer to work from the office full time, that opportunity will be available to you.

RESPONSIBILITIES:

• Manage a team of approximately 4-8 contact center agents, providing overall
training, coaching, and performance feedback.

• Lead, develop, motivate and inspire team.  Mentoring and sharing knowledge.
Peer monitoring, coaching and feedback.
• Assist with interviewing agent candidates with a goal to hire agents, deliver
performance updates including recognition for excellent behavior and disciplinary
action. 
• Assist with agent scheduling, time tracking and payroll.
• Provide primary support for agent questions, guest escalations and coverage for
calls, chat, and email inboxes when volume dictates.
• Help plan, create and keep current communication tools and process
documentation, including expert, and quick replies.
• Drive successful project completion, consistently meeting deadlines.
• Other duties as assigned.

QUALIFICATIONS:

• Bachelor’s Degree is Preferred.
• High School Diploma or GED required.
• Previous direct experience with reservations/sales and/or customer service.
• Professional communication skills required.
• Proficient computer and interpersonal skills required.
• Ability to handle a high volume of phone calls without interruption in a positive
and fresh manner.
• Previous supervisory experience preferred.

• Strong Interpersonal skills.
• Position requires a mature, dependable, flexible, team-oriented person who is
able to stay calm under pressure.
• Self-motivated, sales-oriented person.
• Ability to apply mathematical skills to complex purchases.
• Technical skills and an understanding of central RTP, Sugarbush Local RTP,
Ikon Tools, AMP, Inntopia, SMS and the ability to perform basic math
calculations, as well as experience with the Microsoft Office Suite and a
familiarity with web-browsing software is necessary.

Sugarbush Resort is an Equal Opportunity Employer

An offer of employment may be contingent upon the results of a background, MVR, or criminal records check