Call Center Manager

Call Center Manager New York, New York, United States Reports To: Client Services Manager, Client Services Supervisor, or equivalent leadership Business Hours: MondaySunday | 8:00 AM5:00 PM | Shifting Schedule Lead a High-Performing Customer Service Team 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. Why This Role Matters 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. What You'll Do Team & Call Center Operations 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 Customer & Sales Support 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 Reporting & Process Improvement 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 What You Bring 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 Strong communication, coaching, and problem-solving skills Proficiency with Microsoft Office and call center systems Ticketing or reservations experience preferred Ability to work weekends, holidays, and varying shifts Physical Requirements 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. Travel: None or Negligible Compensation: The expected compensation is an estimate, and the final offer will depend on skills, experience, location, and other job-related factors. Vacancy Status: This posting is for an existing vacancy. Pay Range: $24 - $24 USD WHAT WE OFFER Career Growth: An opportunity to enter a job that allows you to learn new skills or use a variety of them that may lead you to uncover other career opportunities. Learning & Development: At SPS, we promote a work culture of learning so that you can develop to be the best at what you do. We Recognize Talent: We offer a variety of recognition programs for all levels of employees. 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. PTO allows employees to take approved time off for any reason. Bonuses: Are available for employee and client referrals for current employees. Benefit Offerings: 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, and Entertainment Discounts. Note: Please inquire with the Human Resources team for benefit offerings per role as regular positions that routinely are under 30 hours/week may have a different benefit offering. About SPS 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. 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 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. Colorado only: We accept applications for an expected minimum of 5 days from the date it is posted. The posting may remain open longer as needed to ensure a robust and inclusive applicant pool. To ensure a fair and authentic interview process, applicants may not use AI tools or any other form of real-time assistance during interviews. SPS team members may use transcription or note-taking technology solely to support accurate interview documentation. No AI or automated decision-making tools are used to screen, assess, or select candidates for this role. SPS uses the Greenhouse Applicant Tracking System to facilitate application management and recruiting workflows. Human recruiters and hiring managers review applications and exercise independent judgment throughout the hiring process. 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. To view our privacy policy, click on the link below: Data Privacy Statement Acknowledgement Section: By submitting an application, by hitting "Submit Application", you certify that the information contained in this application is true and complete. You attest to the fact that the answers provided are correct to the best of your knowledge and ability. You certify that you have not knowingly withheld any information that might affect your chances for hiring. You understand that any false information or omission (including any misstatement) on this application or on any document used to secure this employment can be grounds for rejection of application or, if you are employed by SPS can be grounds for immediate termination from this company.