Job Description

Job Description

Job Description

Apply today and join Polynesian Adventure Tours, Hawaii’s best Tour and Transportation Company!

About us: Polynesian Adventure is the premier operator of sightseeing tours and private transportation in Hawai`i. We offer charter and tour services to the most sought-after locations in the Hawaiian islands, including breathtaking Haleakala and Road to Hana tours on Maui.

Basic Purpose:
This position is responsible for leading the Call Center team that handles reservations, guest services, and sales support across multiple channels. The Call Center Manager oversees daily operations, ensures a high level of service, and is accountable for team performance, staffing, and execution. A primary focus of this role is to drive sales and maximize revenue by improving conversion, identifying upsell opportunities, and maintaining accurate pricing and product content. This position works closely with internal departments and interacts regularly with guests, travel agents, and external partners. The ideal candidate has prior management experience in travel or transportation, preferably in Hawaii, and can operate independently with sound decision-making and strong follow-through.

Essential Duties:

• Lead daily call center operations, service delivery, and team performance
• Drive revenue through sales coaching, performance tracking, and lead conversion
• Mentor, train, and evaluate agents to continually improve service, sales, and product knowledge
• Manage escalated issues from guests, agents, and partners with professionalism and follow-through
• Address agent performance and behavior concerns with timely feedback and corrective action
• Monitor call metrics, booking trends, and feedback to identify and implement improvements
• Oversee FareHarbor and OTA portal accuracy; ensure tour and pricing content is up to date
• Manage internal pricing updates and external rate sheet distribution
• Coordinate with Sales, Marketing, and Operations on promotions, product updates, and pricing
• Develop and maintain SOPs and team workflows that support consistency and sales goals
• Manage scheduling, labor hours, and time-off requests to meet business demand efficiently
• Lead team meetings and one-on-one check-ins to align goals and maintain accountability
• Recruit, hire, and onboard new agents with a focus on service and sales readiness
• Prepare and present reports with data insights and recommendations to leadership
• Maintain timely, accurate, and professional communication with internal and external contacts
• Foster a high-performing, guest-focused, and revenue-driven team culture

Qualifications:

• Minimum 3 years of experience managing a call center or similar team
• Minimum 5 years of customer service or sales experience, ideally in travel or transportation
• Proven ability to lead independently, drive sales results, and resolve complex issues
• Strong coaching, communication, and team development skills
• Proficient with reservation systems (FareHarbor preferred) and OTA platforms
• Experienced using data to assess performance and guide improvements
• Proficient in Microsoft Access, Excel, and Word
• Organized, detail-oriented, and able to manage multiple priorities and deadlines
• Available to work a flexible schedule, including weekends and holidays as needed
• This is a hybrid position performed through a combination of on-site and remote work
• Requires occasional physical presence for on-site work, in-person meetings, local travel, or familiarity with the local area
• Must maintain a dependable home office setup with adequate internet connectivity and a work environment conducive to performing duties effectively and without significant distractions
• Bachelor’s degree preferred or equivalent experience

Benefits:

• Medical, Dental, Vision and Drug Insurance
• 401(k) with a generous company match!
• Paid time off
• Employee Assistance Plan
• Pet Insurance
• Employee discount
• Advancement opportunities
• Free Parking

Polynesian Adventure Tours, LLC, is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, gender identity, sexual orientation, or protected veteran status.

To apply, please click on the "Apply Now" link below.

We look forward to hearing from you and having you join Hawaii's best Tour and Transportation team!

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