Guest Service Supervisor - Call Center

Open To External And Internal Candidates • Williamsburg, VA

4d

About The Position

​ ​ The Guest Service Supervisor - Call Center provides daily leadership in a high ‑ volume, guest ‑ focused contact center supporting reservations for lodging, dining, recreation, and Historic Area programming. In addition to supervising the team, this role actively assists with reservations and works alongside agents to ensure every guest receives timely, accurate, and exceptional service in a fast ‑ paced, revenue ‑ generating environment. ​

Requirements

• Direct experience in a call center, reservations, or guest‑service environment.
• Experience working in a high‑volume, customer‑facing operation.
• Supervisory or lead experience in an operational or service‑focused setting.
• High school diploma or equivalent.
• College coursework or equivalent education, experience, or training in a related field.
• Strong problem‑solving skills with the ability to make sound, timely decisions in a fast‑paced environment.
• Excellent verbal and written communication skills for guest interactions and team support.
• Ability to manage competing priorities while maintaining accuracy in guest‑facing transactions.
• Demonstrated ability to lead, motivate, and support a team in a service‑driven setting.
• High level of adaptability and composure when handling high call volumes or complex guest needs.
• Proficiency with computer‑based reservation or call‑center systems and the ability to learn new platforms quickly.
• Strong attention to detail and commitment to delivering exceptional guest service.
• Ability to foster a collaborative, inclusive, and positive team environment.

Nice To Haves

• Experience with reservation or call‑center software systems (e.g., Opera, Delphi, Salesforce, or similar platforms).
• Background in hospitality, tourism, or a guest‑service–driven environment.
• Familiarity with multi‑channel contact center operations (phone, email, chat).
• Experience working within a museum, cultural institution, or nonprofit setting.
• Knowledge of Colonial Williamsburg programming, amenities, or guest‑facing services.

Responsibilities

• Provides daily leadership and oversight for a high‑volume call center supporting reservations for lodging, dining, recreation, and Historic Area programming.
• Works alongside call center agents to assist with reservations and ensure all guests receive timely, accurate, and exceptional service.
• M onitors call volume, service levels, and staffing throughout the day to maintain operational performance in a center generating approximately $7.5M in annual revenue.
• Supports agents in real time by answering questions, resolving guest issues, and ensuring accuracy in revenue‑impacting transactions.
• Oversees daily workflow, including scheduling, break management, and workload distribution to meet service and productivity targets.
• Recruits, interviews, hires, and trains new staff; provides ongoing coaching and development to support team performance.
• Conducts timely and constructive performance evaluations.
• Ensures consistent communication with team members regarding updates, policies, programming changes, and Historic Area cancellations requiring guest outreach.
• Partners with internal departments to resolve guest concerns, coordinate programming updates, and support operational needs.
• Maintains accurate documentation, reporting, and follow‑up on guest interactions, service issues, and operational trends.
• Supports a seven‑day‑a‑week operation; this position may require occasional evening or weekend hours with prior approval.
• This is a non-exempt position, eligible to receive overtime in accordance with the Fair Labor Standards Act (FLSA).
• This position may be subject to overtime during high peak times, etc. as directed and approved by the supervisor.
• The position is partially responsible for managing the hourly labor budget of approx $30k per month, including scheduling, monitoring daily staffing levels, and ensuring alignment with approved labor targets.
• Day‑to‑day oversight of call center agents
• Responsibility for work assignments, scheduling, and daily workflow management
• Authority over hiring, training, performance evaluations, and corrective action as needed.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees