Senior Call Center Manager

Who We Are

Founded in 1926, the Colonial Williamsburg Foundation is a private, not-for-profit educational, historic, and cultural institution that owns and operates one of the largest and best-known museum complexes in the world. Our mission is “that the future may learn from the past” through preserving and restoring 18^th-century Williamsburg, Virginia’s colonial capital. We engage, inform, and inspire people to learn about this historic capital, the events that occurred here, and the diverse peoples who helped shape a new nation.  

Today, Colonial Williamsburg is the largest living history museum in the U.S. The Historic Area is the 301-acre restored colonial capital with 89 original buildings and 525 buildings reconstructed to how they appeared in the 18th century through extensive archaeological, architectural, and documentary research. The Historic Area is staffed by highly trained, historically dressed interpreters and expert tradespeople who bring the 18th century to life. The Foundation also owns and operates two world-class museums, the DeWitt Wallace Decorative Arts Museum, and the Abby Aldrich Rockefeller Folk Art Museum, The Bob and Marion Wilson Teacher Institute, and a renowned research library, the John D Rockefeller Jr Library.

Additionally, Colonial Williamsburg is home to five world class accommodations at the Williamsburg Inn, Williamsburg Lodge Autograph Collection, the Griffin Hotel, the Williamsburg Woodlands Hotels and Suites and the unique Colonial Houses in the Historical Area. Visitors may also indulge in food and drink at our many on site restaurants and taverns that blend a historically inspired dining experience with today’s evolved tastes. Each year over 5 million people visit Williamsburg and another 20 million engage with us digitally.

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.

Main Duties:

Responsibilities include but are not limited to:

• 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.

This job description reflects the general responsibilities of the position and is not intended to be an exhaustive list. Duties and responsibilities may evolve over time based on operational needs.

Required Education and Experience:

• 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.

Preferred Qualifications:

• 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.

Key Skills / Competencies:

• Demonstrated ability to lead and develop high-performing teams in a fast-paced, service-oriented environment.
• Strong operational leadership skills, including workforce planning, scheduling, forecasting, and real-time operational decision-making.
• Proven ability to analyze performance data, identify trends, and translate insights into actionable operational improvements.
• Ability to drive conversion performance, service levels, and an elevated guest experience in a high-volume environment.
• Strong communication skills, including coaching leaders and resolving escalated guest issues.
• High emotional intelligence with the ability to motivate teams, manage conflict, and lead through change.
• Strong collaboration skills across cross-functional partners, including Revenue Management, IT, Operations, and Property teams.
• Ability to balance strategic thinking with hands-on execution.

Budgetary Responsibilities:

Developing, managing and tracking budgets required; budget of $2M

Supervisory Responsibilities:

Responsible for hiring, coaching, counseling, performance management, work assignments for all roles in the call center (14 individual contributors, non-exempt, direct reports).

Physical and Environmental Demands:

The work requires prolonged periods of sitting, frequent phone use, and extended computer work. Must be able to occasionally lift up to 10 pounds and remain mobile enough to move between offices and throughout campus as needed. Work is performed in a fast-paced office environment with frequent interruptions, fluctuating call volumes, and sustained periods of focused attention. Occasional schedule flexibility may be required to support peak business needs or operational requirements.

Typical Work Schedule:

8:30 - 5:30pm Occasional schedule flexibility may be required to support peak business needs or operational requirements

Salary : $2 - $7