Call Center Operations Leader

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

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.