Call Center Operations Lead

SPS North America, Inc; 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

Bonuses

Benefits Package

Job summary

SPS North America, Inc is seeking a Call Center Manager in New York to lead a high-performing team delivering inbound customer service, sales inquiries, group bookings, and ticket reservations. You will drive service quality, optimize staffing, and mentor frontline staff to meet client goals.

The role emphasizes coaching, performance monitoring, and collaboration with sales and site leadership to improve processes and customer outcomes. Onsite, with a shifting schedule including weekends.

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.

Skills

Call center leadership

Staff coaching

Customer service

Performance monitoring

Scheduling

Education

High school diploma or equivalent

Tools

Microsoft Office

Call center systems

Job description

SPS North America, Inc is seeking a Call Center Manager in New York to lead a high-performing team delivering inbound customer service, sales inquiries, group bookings, and ticket reservations. You will drive service quality, optimize staffing, and mentor frontline staff to meet client goals.

The role emphasizes coaching, performance monitoring, and collaboration with sales and site leadership to improve processes and customer outcomes. Onsite, with a shifting schedule including weekends.