Call Center Manager

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

Benefits offered by this job

Career Growth

Learning & Development

Paid Time Off

Bonuses

Benefits

Job summary

SPS North America is seeking a Call Center Manager to lead a high-performing customer service team in New York. You will oversee daily call center operations, guide staff, manage inbound calls, sales inquiries, group bookings, and reservations, while aligning with service and sales goals.

The role requires strong coaching, communication, and problem-solving skills; familiarity with high-volume environments and MS Office. Onsite schedule, with weekends and varying shifts.

Qualifications

• 2+ years of call center or customer service experience.
• Supervisory or team lead experience preferred.
• Experience in a high-volume customer service environment.
• Strong communication, coaching, and problem-solving skills.

Responsibilities

• Lead and supervise daily call center activities and staff.
• Monitor call volume, service levels, and team performance.
• Assign work and ensure staffing and coverage.
• Coach, train, and provide feedback to team members.
• Escalate and resolve complex customer issues.
• Oversee inbound calls, inquiries, ticket changes, and reservations.
• Support B2C registrations, group bookings, and B2B reservations.
• Ensure accurate processing of ticket and ancillary product sales.
• Monitor service quality and promote a positive customer experience.

Skills

Call Center Experience

People Leadership

Coaching & Development

Customer Service

Communication Skills

Education

High school diploma or equivalent

Tools

Microsoft Office

Call Center Systems

Job description

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'll 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
• 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 protected by applicable law.

Colorado only: We accept applications for an expected minimum of 5 days from the date it is posted. The posting may remain open longer as needed to ensure a robust and inclusive applicant pool.

To ensure a fair and authentic interview process, applicants may not use AI tools or any other form of real-time assistance during interviews. SPS team members may use transcription or note-taking technology solely to support accurate interview documentation. No AI or automated decision-making tools are used to screen, assess, or select candidates for this role. SPS uses the Greenhouse Applicant Tracking System to facilitate application management and recruiting workflows. Human recruiters and hiring managers review applications and exercise independent judgment throughout the hiring process.

SPS offers reasonable accommodations in the hiring and employment process for individuals with disabilities. If you need assistance in the application or hiring process to accommodate a disability, you may request an accommodation at any time.

Acknowledgement Section: By submitting an application, by hitting "Submit Application", you certify that the information contained in this application is true and complete. You attest to the fact that the answers provided are correct to the best of your knowledge and ability. You certify that you have not knowingly withheld any information that might affect your chances for hiring. You understand that any false information or omission (including any misstatement) on this application or on any document used to secure this employment can be grounds for rejection of application or, if you are employed by SPS can be grounds for immediate termination from this company.

As set forth in SPS North America’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval, or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.