Call Center Manager
About the Role
The Call Center Manager oversees daily call center operations, supporting a team responsible for inbound customer service, sales inquiries, group bookings, and ticket reservations. This role ensures customers receive prompt, professional, and personalized service while maintaining operational and sales goals.
Why This Role Matters
As a key leader within the call center, you'll help ensure customers receive an exceptional experience while supporting the team in meeting service, sales, and operational objectives.
Responsibilities
- Supervise and support daily call center activities and staff
- Monitor call volume, service levels, and team performance
- Assign work and ensure appropriate staffing and coverage
- Coach, train, and provide feedback to team members
- Escalate and resolve complex customer issues
- Oversee inbound calls, customer inquiries, ticket changes, and reservations
- Support B2C registrations, group bookings, and B2B client reservations
- Ensure accurate and timely processing of ticket and ancillary product sales
- Monitor service quality and promote a positive customer experience
- Track team metrics and provide operational reporting
- Identify opportunities to improve workflows and customer service
- Ensure adherence to client and SPS policies and procedures
- Collaborate with the sales team and site leadership on operational needs
Requirements
- High school diploma or equivalent
- 2+ years of call center or customer service experience
- Previous supervisory or team lead experience preferred
- Experience in a high-volume customer service environment
- Strong communication, coaching, and problem-solving skills
- Proficiency with Microsoft Office and call center systems
- Ticketing or reservations experience preferred
- Ability to work weekends, holidays, and varying shifts
Physical Requirements
- Ability to sit, stand, or walk for extended periods
- Ability to work comfortably on a computer and operate standard office equipment
- Ability to lift up to 40 lbs.
Pay
Pay Range: $26 USD - $28 USD
Benefits
- Career Growth: Opportunity to learn new skills and uncover other career opportunities
- Learning & Development: Work culture that promotes continuous learning
- Recognition Programs: Variety of programs for all levels of employees
- Paid Time Off: Minimum of 80 hours/calendar year for full-time employees; 1 hour for every 30 hours worked for part-time/temporary employees
- Bonuses: Available for employee and client referrals
- Benefit Offerings: Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Transit and Parking Pre-Tax Plans, Supplemental Life Insurance, Accident Insurance, Critical Illness, Hospital Indemnity, Legal Program, Identity Theft Protection, Pet Discounts, Pet Insurance, Group Home and Auto Insurance, EAP, Short Term Disability, Life Insurance, Education Discounts, 401k w/ matching, and Entertainment Discounts
Schedule
Business Hours: Monday–Sunday | 8:00 AM–5:00 PM | Shifting Schedule, Onsite
About SPS
SPS is a global workplace solutions and business transformation company operating in more than 20 countries. We help clients enhance workplace experiences and business operations through services including workplace support, physical and digital mailroom solutions, intelligent document processing, reception and concierge services, and other business support offerings.
Our clients include leading organizations across banking, insurance, legal, higher education, professional services, and many Fortune 500 companies.
At SPS, we embrace the uniqueness of our employees and are committed to the fair and equal treatment of all people, applicants, and employees by promoting a culture of access, inclusion, equity, and diversity.