Senior Call Center Manager

CW Talent
Williamsburg, VA
Category Customer Service
Job Description
The Senior Call Center Manager provides leadership for a high-volume reservations operation at Colonial Williamsburg, optimizing conversion, staffing, and service standards while delivering a consistently high-quality guest experience.

Requirements

  • Lead a culture of hospitality, accountability, and continuous improvement across the call center.
  • Develop and manage staffing and scheduling strategies to align call volume patterns, service expectations, agent availability, and labor efficiency.
  • 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.
  • Manage attendance, workforce planning, and hiring needs to maintain appropriate staffing levels.

Benefits

  • Competitive salary and benefits package
  • Opportunities for professional growth and development
  • Collaborative and dynamic work environment
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