Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
Tailor your resume to this Call Center Manager role.
Rezi rewrites your resume against SPS North America's job description. Free.
Tailor your resume to this Call Center Manager role.
Rezi rewrites your resume against SPS North America's job description. Free.
Don't guess if your resume is good enough.
See how it scores against the Call Center Manager posting at SPS North America — free, in seconds.
Don't guess if your resume is good enough.
See how it scores against the Call Center Manager posting at SPS North America — free, in seconds.
About 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. 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.
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
- Onsite
Work Type
- Onsite
- Full-time
Experience Level
- 2+ years of experience
- Previous supervisory or team lead experience preferred
Education Level
- High school diploma or equivalent
Salary/Compensations
- $26—$28 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
- Talent recognition programs
- Paid Time Off (Full time: Minimum of 80 hours/calendar year. Part time/temporary: Minimum of 1 hour for every 30 hours worked. PTO amounts may increase based on tenure and/or the assigned account.)
- Bonuses (available for employee and client referrals)
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.