Call Center Manager

The posting, as SPS North America wrote it

#Onsite

Reports To: Client Services Manager, Client Services Supervisor, or equivalent leadership

Business Hours: Monday–Sunday | 8:00 AM–5:00 PM | Shifting Schedule, Onsite

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
$26 — $28 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 recogniti

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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.

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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.