Supervisor, POS
Spencer Gifts, Egg Harbor Township, NJ, United States
Job Title
Second Shift Call Center Supervisor
Overview
We are authentic, professional providers of fun, focused on building a Great Place To Work For All by staying true to our mission: "Life's a Party, We're Makin' It Fun!" and "So Much Fun It's Scary!" At Spencer's and Spirit, we do the right thing always-integrity, fairness, respect, and transparency are our foundation. You will find our culture to be inclusive, passionate, resilient, and one that values differences and embraces all. We are leaders and owners of our business success. Whether it's developing new and exclusive costumes, quality testing products, or implementing technology solutions, our teams understand the value of working collaboratively to embrace change through innovation, curiosity, and thoughtfulness. We offer a comprehensive benefits package that includes:
Flexible work environment
Career advancement
Competitive base salary
Bonus opportunity
Vacation, Personal, Sick and Holiday pay
Medical, Dental, Vision, Disability, Life and AD&D insurance
401k with a company match
30% merchandise discount
Responsibilities
Our Store Technology Support team powers the technology behind every sale, scan, and store connection. When stores call for help, we respond fastand get results. We're looking for a Second Shift Call Center Supervisor who thrives in a fast-paced environment, leads with confidence, and brings our spirit of accountability, energy, and operational excellence to the team.
Supervise a second-shift team of 6+ support associates
Second shift schedule: TuesdaySaturday, 4:00 PM to 1:30 AM
Build a culture that's reliable, committed, fast, focused, and true to the Spencer's and Spirit brands
Provide coaching, feedback, and performance guidance that improves results
Ensure every associate has clear priorities and meaningful work throughout the shift
Monitor call volume, ticket queues, and staffing levels to maintain service targets
Adjust workloads and assignments in real time as issues spike or shift
Oversee escalations and step in on complex technical problems when needed
Maintain accurate shift notes, documentation, and clean handoffs to other teams
Provide guidance to team members in troubleshooting Point-of-Sale (POS) applications, peripherals, and wireless handheld devices
Support devices used for inventory management, receiving, and cycle count processes, ensuring efficient issue resolution and system functionality
Partners with IT, Store Operations, Loss Prevention, and Field Leadership to resolve recurring issues and improve system reliability
Drive Quality & Continuous Improvement
Track KPIs such as service levels, handle time, and first-call resolution
Identify trends and recommend process or technology improvements
Ensure compliance with internal policies, security standards, and retail operational requirements
Qualifications
23+ years of call center leadership or supervisory experience, ideally in retail or technical support
Strong understanding of POS systems, retail hardware, and store communication tools
Pay Range
$65,000 - $73,000 per year
Second Shift Call Center Supervisor
Overview
We are authentic, professional providers of fun, focused on building a Great Place To Work For All by staying true to our mission: "Life's a Party, We're Makin' It Fun!" and "So Much Fun It's Scary!" At Spencer's and Spirit, we do the right thing always-integrity, fairness, respect, and transparency are our foundation. You will find our culture to be inclusive, passionate, resilient, and one that values differences and embraces all. We are leaders and owners of our business success. Whether it's developing new and exclusive costumes, quality testing products, or implementing technology solutions, our teams understand the value of working collaboratively to embrace change through innovation, curiosity, and thoughtfulness. We offer a comprehensive benefits package that includes:
Flexible work environment
Career advancement
Competitive base salary
Bonus opportunity
Vacation, Personal, Sick and Holiday pay
Medical, Dental, Vision, Disability, Life and AD&D insurance
401k with a company match
30% merchandise discount
Responsibilities
Our Store Technology Support team powers the technology behind every sale, scan, and store connection. When stores call for help, we respond fastand get results. We're looking for a Second Shift Call Center Supervisor who thrives in a fast-paced environment, leads with confidence, and brings our spirit of accountability, energy, and operational excellence to the team.
Supervise a second-shift team of 6+ support associates
Second shift schedule: TuesdaySaturday, 4:00 PM to 1:30 AM
Build a culture that's reliable, committed, fast, focused, and true to the Spencer's and Spirit brands
Provide coaching, feedback, and performance guidance that improves results
Ensure every associate has clear priorities and meaningful work throughout the shift
Monitor call volume, ticket queues, and staffing levels to maintain service targets
Adjust workloads and assignments in real time as issues spike or shift
Oversee escalations and step in on complex technical problems when needed
Maintain accurate shift notes, documentation, and clean handoffs to other teams
Provide guidance to team members in troubleshooting Point-of-Sale (POS) applications, peripherals, and wireless handheld devices
Support devices used for inventory management, receiving, and cycle count processes, ensuring efficient issue resolution and system functionality
Partners with IT, Store Operations, Loss Prevention, and Field Leadership to resolve recurring issues and improve system reliability
Drive Quality & Continuous Improvement
Track KPIs such as service levels, handle time, and first-call resolution
Identify trends and recommend process or technology improvements
Ensure compliance with internal policies, security standards, and retail operational requirements
Qualifications
23+ years of call center leadership or supervisory experience, ideally in retail or technical support
Strong understanding of POS systems, retail hardware, and store communication tools
Pay Range
$65,000 - $73,000 per year