Call Center Manager
About The Position
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. The role ensures customers receive prompt, professional, and personalized service while the team meets service, sales, and operational goals. The manager supervises call center staff and activities, monitors call volume and performance, helps coordinate staffing and coverage, and coaches team members. The role also oversees customer inquiries, ticket changes, reservations, registrations, and group bookings; supports accurate processing of ticket and ancillary product sales; resolves complex customer issues; and collaborates with sales and site leadership. The position is onsite, with a shifting schedule during business hours of 8:00 AM–5:00 PM, Monday through Sunday. Weekend and holiday work may be required.
Requirements
- High school diploma or equivalent.
- At least 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 Haves
- Previous supervisory or team lead experience.
- Ticketing or reservations experience.
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.
- 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.
Benefits
- Career growth opportunities.
- Learning and development.
- Employee recognition programs.
- Paid time off: full-time employees receive a minimum of 80 hours per calendar year; amounts may increase based on tenure or assigned account.
- Employee and client referral bonuses.
- Medical, dental, and vision coverage.
- HCFSA, DCFSA, and HSA.
- Commuter transit and parking pre-tax plans.
- Supplemental life insurance and life insurance.
- Accident insurance, critical illness coverage, and hospital indemnity.
- Legal program and identity theft protection.
- Pet discounts and pet insurance.
- Group home and auto insurance.
- Employee assistance program (EAP).
- Short-term disability.
- Education discounts.
- 401(k) with matching.
- Entertainment discounts.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
