Director of Activations- Capital Vacations Springfield

About the Role

The Director Activations will play a pivotal role in leading and optimizing operational functions of Activations. This leadership role is responsible for hiring, training oversight, performance reporting, commission overview, administrative functions, quality assurance, forecasting, teambuilding realizing all daily, weekly, monthly and annual Activation goals and driving a strong customer driven culture.

Role drives oversight strategies with Marketing operating leaders for maximizing operational efficiencies, maximum production, customer service strategies, reporting, compliance, and campaign alignment.

Core competencies should include Professional team building, Sales, Marketing and Brand savvy. Requires a professional that is highly resource driven, dynamic and customer and team focused.

Key Responsibilities

Leadership & Strategy

• Develop and execute a comprehensive activations strategy, processes, and success metrics.
• Build and lead a new team that supports multiple call center functions.
• Foster a strong culture of customer advocacy and service excellence.
• Ensure alignment with organizational goals, industry best practices, and compliance standards.

Operational Excellence

• Training & Development – Design and implement training programs for marketing, activations, booking, and owner services teams.
• Reporting & Analytics – Automate and streamline reporting to track performance, operational efficiency, and quality metrics.
• Call Quality Management – Establish and maintain high call quality standards with continuous improvement initiatives.
• Workforce Management – Optimize staffing levels, scheduling, and employee engagement to meet service level agreements.
• Budget Management – Oversee financial planning, resource allocation, and cost control.

Cross-Functional Collaboration

• Partner with internal teams including Finance, IT, HR, and Communications to drive alignment on call center initiatives.
• Work closely with Sales Leaders and Senior Management to develop and implement long-term strategies.

Qualifications & Competencies

• Proven leadership experience in a call center or customer service environment.
• Strong understanding of activations, sales, training, reporting, compliance, and workforce management.
• Excellent analytical, problem-solving, and decision-making skills.
• Strong interpersonal and leadership abilities to coach and develop high-performing teams.
• Experience managing KPIs, sales goals, and operational metrics (e.g., adherence, activations per hour).
• Ability to multitask, stay organized, and drive execution.
• Proficiency in computer systems, dialers, and enterprise technology.
• Ability to travel as required.

Why Join Us?