Call Center Supervisor
Reports To: Client Services Manager, Client Services Supervisor, or equivalent leadership
Business Hours: Monday–Sunday | 8:00 AM–5:00 PM | Shifting Schedule
Lead a High-Performing Customer Service Team
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.
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