Call Center Manager

The role

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.

What you will do

• 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

Required qualifications

• High school diploma or equivalent
• 2+ years of call center or customer service experience
• Experience in a high-volume customer service environment
• Strong communication, coaching, and problem-solving skills
• Proficiency with Microsoft Office and call center systems
• Ability to work weekends, holidays, and varying shifts
• 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.

Nice to have

• Previous supervisory or team lead experience
• Ticketing or reservations experience

Benefits

• Career Growth
• Learning & Development
• Recognition programs
• Paid Time Off
• Bonuses for employee and client referrals
• Medical
• Dental
• Vision
• HCFSA
• DCFSA
• HSA
• Commuter Transit and Parking Pre-Tax Plans

About the company

SPS is a global workplace solutions and business transformation company operating in more than 20 countries. Across North America, they help clients enhance workplace experiences and business operations through various services.