Call Center Supervisor

SPS North America • New York, NY

5d • Onsite

About The Position

The Call Center Supervisor 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. As a key leader within the call center, you'll help ensure customers receive an exceptional experience while supporting the team in meeting service, sales, and operational objectives.

Requirements

• High school diploma or equivalent required
• 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

Nice To Haves

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

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

• Medical
• Dental
• Vision
• HCFSA
• DCFSA
• HSA
• Commuter Transit and Parking Pre-Tax Plans
• Supplemental Life Insurance
• Accident Insurance
• Critical Illness
• Hospital Indemnity
• Legal Program
• Identify Theft Protection
• Pet Discounts
• Pet Insurance
• Group Home and Auto Insurance
• EAP
• Short Term Disability
• Life Insurance
• Education Discounts
• 401k w/ matching
• Entertainment Discounts
• Paid Time Off
• Bonuses

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED