Call Center Supervisor, Guest Experience Operations

Job Description:

Job Title: Call Center Supervisor, Guest Experience Operations

Reports to: Associate Director, Guest Experience Operations

FLSA Classification: Non-Exempt 

Location: Bentonville, Arkansas (On-site)

Date Reviewed: 09/24/2026

About Crystal Bridges & The Momentary

Crystal Bridges is a museum of American art located in Bentonville, Arkansas. We explore the unfolding story of America by actively collecting, exhibiting, interpreting, and preserving outstanding works that illuminate the American spirit in a setting that unites the power of art with the beauty of nature. Founded by philanthropist Alice Walton in 2005, the museum opened in 2011 and is a public, non-profit charitable organization with free admission. In June 2026, Crystal Bridges’ 114,000 square foot expansion opened to the public, allowing the museum to expand access for all.

The Momentary is a venue for the music, art, and food of our time, and a catalyst for creativity and economic vitality. An extension to Crystal Bridges, the Momentary is a ‘living room’ where community gathers to be inspired, connected, and joyful. The Momentary enriches lives through music, art, and food experiences that inspire creativity, build community, and create joy. You belong here, make the most of this moment.

Position Summary

The Call Center Supervisor, Guest Experience Operations supports a welcoming and engaging guest experience for Crystal Bridges Museum of American Art / the Momentary by overseeing day-to-day Call Center operations and responding to phone and email inquiries from members and guests. The position supports reservations, provides information about exhibitions, programs, events, and Museum offerings, processes payments, and assists with the timely and effective resolution of guest questions and concerns.

The Call Center Supervisor provides day-to-day leadership to Call Center and Concierge staff and supports consistent, accurate, and responsive service across guest interactions. The position coordinates staffing and coverage, maintains current reference and resource materials, supports Call Center systems and processes, and collaborates with internal partners on activities and initiatives that affect Guest Experience Operations.

Success in this role requires strong customer service and communication skills, sound judgment, attention to detail, the ability to manage multiple priorities, and effective frontline leadership in a guest-focused environment.

Essential Duties and Responsibilities

Call Center Operations

• Support the execution of operational plans and practices that promote an engaging, responsive, and consistent guest experience.
• Oversee day-to-day Call Center operations and ensure phone and email inquiries from members and guests are handled promptly, professionally, and accurately.
• Identify member and guest needs, clarify questions and concerns, make reservations, process transactions, provide information, and resolve guest experience issues.
• Monitor call and email volume and service levels to ensure inquiries are responded to within established response-time expectations.
• Maintain staffing schedules for the Call Center and Concierge Desk to support appropriate coverage during Museum operating hours.
• Maintain current knowledge of institutional policies, promotions, exhibitions, performances, festivals, culinary events, programs, and other activities to support accurate and engaging guest communications.
• Communicate information about current and upcoming Museum offerings to members and guests through phone, email, social media, and other established communication channels.
• Ensure Call Center transactions comply with Payment Card Industry (PCI) standards and established Museum policies and procedures.
• Support Guest Experience activities, events, and initiatives as needed.
• Maintain reliable and punctual attendance and report to scheduled shifts prepared to perform assigned responsibilities and wearing the approved Museum uniform in accordance with established standards.

Systems and Support

• Serve as a Tessitura superuser, maintaining proficiency in system functionality, accurate data entry, and established operating practices.
• Provide Tessitura training and support to staff to promote accurate and consistent use of the system.
• Serve as a primary Call Center resource for internal partners regarding Call Center systems, communications, and training, including Tessitura and Cisco Call Center technologies.
• Maintain current Call Center reference materials, resources, and information to support accurate and consistent guest service.
• Assist with planning events, reviewing and editing materials, and coordinating activities involving the Call Center.
• Identify opportunities to improve Call Center practices, processes, and resources and recommend improvements to strengthen the guest experience.
• Exercise sound judgment and make timely decisions when guest experience or operational issues require immediate attention.

Team Leadership

• Provide day-to-day leadership, supervision, coaching, and support to assigned staff.
• Coordinate work assignments, schedules, projects, and priorities to support effective and timely completion of team responsibilities.
• Establish clear expectations and provide ongoing feedback, guidance, and development support to strengthen staff performance and capabilities.
• Support the recruitment, onboarding, and training of staff in accordance with organizational practices.
• Monitor and manage staff performance, addressing attendance, conduct, performance, or other workplace concerns promptly and appropriately.
• Promote collaboration, accountability, open communication, and consistent application of established practices across the team.
• Identify opportunities to improve team processes, workflows, and resources and recommend improvements as appropriate.
• Perform other duties and responsibilities as assigned to support evolving organizational needs.

Qualifications and Requirements

Education and Experience

• High school diploma or GED required. Associate degree or additional education in a related field preferred.
• 2–4+ years of experience in customer service, guest experience, hospitality, or a related field. Call center experience preferred.
• Demonstrated leadership experience providing work direction, training, mentorship, or guidance to others. Prior formal staff supervision experience preferred.
• Experience scheduling staff and coordinating coverage preferred.
• Experience using computerized point-of-sale, ticketing, or payment systems and processing financial transactions preferred.

Skills and Abilities

• Strong customer service and guest relations skills with the ability to remain calm, de-escalate challenging interactions, and professionally resolve guest questions and concerns.
• Strong interpersonal, verbal, and written communication skills with the ability to provide clear direction, feedback, and support to staff.
• Ability to balance day-to-day staff leadership responsibilities with direct operational support and guest service.
• Sound judgment, discretion, and problem-solving skills with the ability to independently assess situations, maintain confidentiality, and respond appropriately to issues requiring immediate attention.
• Strong organizational and prioritization skills with the ability to coordinate multiple responsibilities and changing operational needs.
• Patience, flexibility, and adaptability in a fast-paced, guest-focused environment.
• Proficiency in Microsoft 365 applications and the ability to learn and effectively use specialized call center, ticketing, and guest management systems.
• Basic math skills and accuracy when processing payments and financial transactions.
• Ability to work effectively and collaboratively with staff and internal partners.
• Valid driver's license required.

Physical Demands and Work Environment

The physical demands and work environment characteristics described here are representative of those required by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

Physical Demands: In the work environment described, the position requires utilizing a computer and a telephone for prolonged periods of time and good eye/hand coordination, bending and stretching, and physical stamina to lift and transport a minimum of 10 pounds. Visual acuity to review written materials is required for this job.

Work Environment: Work is performed on-site (Monday-Friday, 8 a.m.-5 p.m.) in a professional, climate-controlled office environment within a museum setting with standard office equipment, including computers, printers, and telephones. This role requires working in an open setting near colleagues. The noise level is typically low to moderate. The role also requires regular interaction with both the public and internal team members in a professional and courteous manner. Some local travel will be required, and a flexible schedule may be necessary to accommodate business needs, including occasional evening and weekend work hours.

All offers of employment are contingent on your successful completion (where permitted by state law) of a confidentiality agreement and background check. In addition, you will need to provide proper identification verifying your eligibility to work in the United States.

Crystal Bridges is an equal opportunity employer committed to building and maintaining a workplace that is free of discrimination and harassment of any kind. We encourage all qualified applicants to apply. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, veteran status, or any other status protected by the laws or regulations in the locations where we operate.