Guest Service Supervisor - Call Center

Colonial Williamsburg Foundation•Williamsburg, VA

11h

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.

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.
Monitors 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.