Senior Call Center Manager

Open To External And Internal Candidates•Williamsburg, VA

1d•Onsite

About The Position

The Senior Call Center Manager provides leadership for a high-volume reservations operation that generates approximately $7M annually and accounts for 36% of total room revenue. Because Rooms revenue is a primary driver of the organization’s financial performance, this role is accountable for optimizing conversion, staffing, and service standards while delivering a consistently high-quality guest experience. The Senior Manager oversees day-to-day operations, leads and develops their team, and partners with Revenue Management and Operations to align demand, staffing, and performance. This role plays a key part in ensuring the call center remains a reliable, efficient, and growth-oriented revenue channel.

Requirements

Bachelor’s degree or an equivalent combination of education, training, and or experience.
5–7 years of relevant professional experience that includes experience overseeing workforce management, including scheduling, forecasting, and real-time operational adjustments.
2 years of people management experience.

Nice To Haves

Bachelor’s degree in Business, Hospitality, Communications, or a related field.
2–4 years of leadership experience in a call center, reservations, or customer contact environment, preferably supporting high-volume, revenue-generating operations.
Experience supporting or leading a multi-property hospitality, reservations, or call-center operation.
Experience with workforce management tools, forecasting platforms, CRM systems, and call-center technologies.
Familiarity with hospitality revenue strategies, CRM platforms, and property management systems (PMS).
Advanced or specialized training in leadership, coaching, or service excellence programs.
Prior experience in hospitality, reservations, or multi-property service environments.

Responsibilities

Lead a culture of hospitality, accountability, and continuous improvement across the call center.
Own day-to-day call center operations, ensuring service levels, wait times, abandonment rates, and conversion targets are consistently met.
Develop and manage staffing and scheduling strategies to align call volume patterns, service expectations, agent availability, and labor efficiency.
Monitor real-time call volume and performance trends, adjusting staffing, schedules, and break patterns as needed.
Coach, support, and develop team members to drive consistent performance and a high-quality guest experience.
Analyze conversion and booking metrics, identify performance gaps, and implement strategies to improve effectiveness.
Partner with Revenue Management to align pricing, promotions, and inventory priorities with call center execution.
Review performance dashboards and provide daily and weekly operational insights to leadership.
Oversee onboarding, training, and ongoing skill development to support performance and service standards.
Manage attendance, workforce planning, and hiring needs to maintain appropriate staffing levels.
Collaborate with IT and Operations to ensure call center systems, phones, and platforms function reliably.
Handle escalated guest issues, ensuring timely resolution and adherence to brand standards.
Ensure compliance with organizational policies, procedures, and brand guidelines.