Call Center Supervisor

About the Role

Lead a high-performing customer service team as the Call Center Supervisor. You will oversee daily call center operations and support 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.

Responsibilities

• Team & Call Center Operations
  • Supervise and support daily call center activities and staff
  • Monitor call volume, service levels, and team performance
  • Assign work and help ensure appropriate staffing and coverage
  • Coach, train, and provide feedback to team members
  • Escalate and resolve complex customer issues
• Customer & Sales Support
  • 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
• Reporting & Process Improvement
  • 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 required
• 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.

Travel: None or negligible

Pay

Pay Range: $24 - $24 USD per hour

Schedule

Business Hours: Monday–Sunday | 8:00 AM–5:00 PM | Shifting Schedule

Benefits

• Career Growth: Opportunity to learn new skills or use a variety of them, potentially uncovering other career opportunities.
• Learning & Development: Promote a work culture of learning to develop professionally.
• Recognition Programs: Available for all levels of employees.
• Paid Time Off (PTO):
  • Full time: Minimum of 80 hours/calendar year (may increase based on tenure and/or assigned account).
  • Part time/temporary: Minimum of 1 hour for every 30 hours worked.
  • PTO allows employees to take approved time off for any reason.
• Bonuses: Available for employee and client referrals for current employees.
• 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 (Employee Assistance Program)
  • Short Term Disability, Life Insurance
  • Education Discounts
  • 401k with matching
  • Entertainment Discounts

Note: Benefit offerings may vary for roles routinely under 30 hours/week. Please inquire with the Human Resources team for specifics.

About SPS

SPS is a global workplace solutions and business transformation company operating in more than 20 countries. Across North America, 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.