Call Center Manager

spsnorthamerica; New York (NY); On-site; USD 36,000 - 39,000; Full time

Benefits offered by this job

Career Growth

Learning & Development

Recognition programs

Paid Time Off

Referral bonuses

Job summary

SPS is seeking a Lead Call Center Manager to oversee daily call center operations and support a team handling inbound customer service, sales inquiries, group bookings, and ticket reservations. You will drive prompt, professional, and personalized service while helping achieve service, sales, and operational goals.

Responsibilities include team supervision, coaching, monitoring metrics, and collaborating with sales and leadership to optimize workflows and customer experiences.

Qualifications

• 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.

Responsibilities

• 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.
• 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.

Skills

Call center experience

Supervisory experience

Customer service

Strong communication

Education

High school diploma

Tools

Microsoft Office

Call center systems

Ticketing systems

Job description

Onsite

Reports To: Client Services Manager, Client Services Supervisor, or equivalent leadership

Business Hours: Monday-Sunday | 8:00 AM-5:00 PM | Shifting Schedule, Onsite

Lead a High-Performing Customer Service Team

The Call Center Manager oversees daily call center operations and supports 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.

What You Do

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

What You Bring

• 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

Compensation

The expected compensation is an estimate, and the final offer will depend on skills, experience, location, and other job-related factors.

Vacancy Status

This posting is for an existing vacancy.

Pay Range

$26 - $28 USD

WHAT WE OFFER

• Career Growth: An opportunity to enter a job that allows you to learn new skills or use a variety of them that may lead you to uncover other career opportunities.
• Learning & Development: At SPS, we promote a work culture of learning so that you can develop to be the best at what you do.
• We Recognize Talent: We offer a variety of recognition programs for all levels of employees.
• Paid Time Off: Full time: Minimum of 80 hours/calendar year. Part time/temporary: Minimum of 1 hour for every 30 hours worked. PTO amounts may increase based on tenure and/or the assigned account. PTO allows employees to take approved time off for any reason.
• Bonuses: Are 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, Identify 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.
• Note: Please inquire with the Human Resources team for benefit offerings per role as regular positions that routinely are under 30 hours/week may have a different benefit offering.

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.

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.

SPS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual and reproductive health choices, national origin, age, disability, genetics, military status, gender identity or expression, sexual orientation and/or any other status