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About the Role
Oversee daily call center operations and support a team responsible for inbound customer service, sales inquiries, group bookings, and ticket reservations. Ensure customers receive prompt, professional, and personalized service while maintaining operational and sales goals.
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
Requirements
- 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
- 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.
Skills
- Strong communication, coaching, and problem-solving skills
- Proficiency with Microsoft Office and call center systems
- Ticketing or reservations experience preferred
Location
- Remote
Work Type
- Full-time
Experience Level
- 2+ years of experience
- Previous supervisory or team lead experience preferred
Education Level
- High school diploma or equivalent
Salary/Compensations
- $24—$24 USD
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
- Career Growth opportunities
- Learning & Development programs
- Recognition programs
- Paid Time Off
- Bonuses
About the Company
- SPS is a global workplace solutions and business transformation company operating in more than 20 countries.
- Across North America, we help clients enhance workplace experiences and business operations through services including workplace support, physical and digital mailroom solutions, intelligent document processing, reception and concierge services, and other business support offerings.
- Our clients include leading organizations across banking, insurance, legal, higher education, professional services, and many Fortune 500 companies.
Equal Opportunity
- At SPS we embrace the uniqueness of our employees and are committed to the fair and equal treatment of all people, applicants, and employees by promoting a culture of access, inclusion, equity and diversity.
- SPS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual and reproductive health choices, national origin, age, disability, genetics, military status, gender identity or expression, sexual orientation and/or any other status protected by applicable law.
- SPS offers reasonable accommodations in the hiring and employment process for individuals with disabilities. If you need assistance in the application or hiring process to accommodate a disability, you may request an accommodation at any time.