Customer Experience Center Manager

spsnorthamerica; New York (NY); Presencial; USD 36.000 - 39.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Career Growth

Learning & Development

Recognition programs

Paid Time Off

Referral bonuses

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Call center experience

Supervisory experience

Customer service

Strong communication

Educación

High school diploma

Herramientas

Microsoft Office

Call center systems

Ticketing systems

Descripción del empleo

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.