Global Contact Center Manager

About Us

We're Extenteam, a dynamic company revolutionizing the short-term vacation rental industry. We are expanding from a professional services model to a scalable tech-based subscription-first model, targeting $2M MRR by the end of 2026.

Tailwind is our guest communication platform built for property managers, blended with a shared services team of 20+ agents delivering 24/7 support across chat, voice, and messaging. Every hire we make is directly tied to that growth number.

We are building a new team with an ownership mindset that values execution and takes pride in doing excellent work with urgency. If you think in systems, default to automation before headcount, and hold yourself to the same standard you hold your team - we want to speak with you.

The Opportunity

Extenteam is seeking a Global Contact Center Operations Manager to lead our 24/7 frontline support team of 20+ agents across the Philippines, Colombia, and India. This is not a traditional call center management role.

We are looking for someone who approaches operations with an automation-first mindset: someone who looks at a recurring problem and asks how to eliminate it, not how to staff around it.  You will be expected to continuously improve agent performance through better tooling, sharper processes, and direct coaching - and when volume spikes or tickets pile up, you're not above jumping in yourself to close tickets and take calls.  

You will own the full operations layer: scheduling, performance, hiring, training, and analytics.  You report directly to the Head of Shared Services and are accountable for the team's output every single day.

What You'll Own

Operations & Workforce Management

• Own shift planning and workforce allocation across global time zones, with real-time visibility into coverage gaps and demand patterns.
• Analyze volume trends to drive scheduling decisions and build proactive hiring triggers before gaps appear. 
• Monitor attendance, shift adherence, and workload balance using Power BI, Aircall, and Hubstaff.
• Jump in directly to close tickets or take calls when needed. You lead from the front.

Performance & Accountability

• Build a high-accountability culture with clear scorecards, documented standards, and consistent consequences.
• Run structured one-on-ones, investigate root causes behind performance issues, and distinguish between human error, process gaps, and tooling limitations.
• Design and manage bonus and incentive structures that reinforce the right behaviors.

Automation & Process Improvement

• Continuously identify manual, repetitive workflows and replace them with automation - routing logic, tagging, triage, and response templates.
• Stay current with AI tools that can reduce handle time, improve first response rates, or eliminate low-value agent tasks entirely.
• Build processes that scale without requiring proportional headcount increases.

Hiring, Training & Knowledge Base

• Forecast hiring needs and manage recruitment across global markets. 
• Own the LMS and training program: onboarding flows, product walkthroughs, simulations, and ongoing education.
• Maintain SOPs and the agent knowledge base, ensuring content is current, accurate, and actually used.

Who You Are

Required

• 5+ years of contact center leadership experience managing 20+ agents across global, multicultural teams.
• Automation-first operator: you have a track record of replacing manual processes with systems, not just managing around them.
• Hands-on manager: comfortable closing tickets and taking calls yourself when the team needs support. Strong analytical ability using tools like Power BI, Aircall, or equivalent - you build dashboards and act on what they show.
• Experience building training programs, performance scorecards, and incentive structures from scratch.
• Available and responsive during EST business hours regardless of location.

Preferred

• Experience in short-term vacation rental, hospitality tech, or property management operations.
• Familiarity with AI-assisted support tools, chatbot routing, or automated tagging and triage systems.
• Experience managing teams across the Philippines, Colombia, and India simultaneously.

Key Attributes

• Automation Mindset: You see a recurring problem and immediately ask how to eliminate it, not how to manage it.
• Hands-On Leader: You don't manage from a distance. You know the product, you know the tickets, and you're not too senior to answer a call.
• Performance-Obsessed: You care deeply about metrics and hold the team to the same standard every week, not just during reviews.
• Execution Focused: You close open loops, follow through on commitments, and build trust by doing what you said you'd do.

What Success Looks Like

• 30 days: Full visibility into current team performance, scheduling gaps, and process breakdowns. First coaching conversations underway.
• 60 days: Automation opportunities identified and in progress. Scheduling model tightened. Performance scorecards live across the team.
• 90 days: Measurable improvement in first response time, AHT, and missed contact rate. At least one manual process replaced with automation. Team accountability culture visibly stronger.

Why Join Extenteam

• Direct impact: Your decisions affect every guest interaction across 300+ property management companies daily.
• Automation-forward environment: We invest in tools and expect you to use them. We don't solve problems by adding headcount.
• Ownership & autonomy: You run the operations layer. We trust you to make the right calls.
• Growth trajectory: As Tailwind scales, the scope of this role grows with it.
• Fully remote: Work from anywhere in the world as long as you're available during EST hours.

Our Interview Process

We move quickly for the right candidate. You can expect to complete the process within 2-3 weeks.

•  Intro call with Head of Shared Services (30 min)
• Interview with leadership team member (45 min)
• Operations case study or take-home assignment
• Reference checks and offer

To apply, record a short one-minute video explaining why you want to be part of Extenteam and what makes you the right person for this role.