Job Description

 

The Call Center Supervisor plays a vital leadership role in ensuring the smooth, efficient, and guest-centered operation of Kripalu’s Reservations and Guest Services Call Center. This position is responsible for supervising daily call center activity, supporting and guiding the Reservations Advisors, ensuring service quality standards, and driving performance in guest engagement and booking conversion. The Call Center Supervisor works closely with department leadership to train staff, resolve guest issues, and implement operational improvements aligned with Kripalu’s mission and service values. 

 

PRIMARY RESPONSIBILITIES 

Team Leadership & Support: 

• Supervise the day-to-day performance of the call center team, providing hands-on guidance, shift leadership, and real-time support. 

• Coach, mentor, and develop team members to achieve individual and team performance goals. 

• Assist with onboarding and training of new hires, ensuring consistent understanding of policies, systems, and service expectations. 

Service Quality Assurance: 

• Monitor calls and service interactions for quality and adherence to Kripalu’s service standards. 

• Provide regular feedback and support to team members to reinforce best practices. 

• Respond to escalated guest concerns or complex reservations with professionalism and care. 

Operational Oversight: 

• Manage daily call flow, agent scheduling, and real-time shift coverage to ensure optimal performance and guest support. 

• Collaborate with IT and Guest Services Manager to troubleshoot system or workflow issues. 

• Maintain up-to-date knowledge of Kripalu offerings, seasonal programming, and policies to support accurate and enthusiastic guest engagement. 

Performance & Reporting: 

• Track and report on key performance indicators (KPIs), including call volume, booking conversion, and guest satisfaction. 

• Support data-driven decision making by identifying trends and recommending process improvements. 

• Communicate team performance updates and training needs to the Guest Services Manager. 

KEY QUALIFICATIONS 

• 3+ years of experience in a call center or guest service environment, with at least 1–2 years in a supervisory or team lead role. 

• Strong leadership skills with a proven ability to motivate, coach, and manage a high-performing team. 

• Excellent communication skills—verbal, written, and interpersonal—with a calm and professional demeanor. 

• Highly organized and detail-oriented, with the ability to manage competing priorities and multitask effectively. 

• Experience with hospitality or CRM systems (ResortSuite or similar) preferred. 

• Ability to handle sensitive guest interactions with discretion and empathy. 

• Flexible schedule availability, including evenings, weekends, and holidays, as required. 

 

CORE COMPETENCIES 

Guest-Centered Leadership: Models a warm, thoughtful, and professional approach to service and sets the tone for the team. 
Team Development: Invests in the growth and confidence of staff through training, mentorship, and accountability. 
Communication & Coordination: Balances clear direction with compassionate guidance and consistent collaboration. 
Adaptability & Innovation: Welcomes feedback, change, and continuous improvement with openness and curiosity. 
Mission Alignment: Upholds Kripalu’s values of service, presence, compassion, inquiry, practice, and integrity. 

 

BENEFITS & WORK CULTURE 

• A values-driven work environment focused on wellness, community, and personal transformation. 

• Opportunities for professional growth and leadership development. 

• Access to select Kripalu experiences and wellness programs. 

• Comprehensive benefits package including medical, dental, vision insurance, and paid time off (for eligible employees). 

 

Be a part of Kripalu’s mission to create a more awakened, compassionate, and connected world—one guest, one team, and one call at a time. 

 

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