Supervisor, POS

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. One Team / One Goal 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 fast—and 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 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:

2-3+ 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 The pay range reflects the potential base salary range for this role. Individual base pay is determined by various factors such as relevant experience and skills, and the scope and responsibilities of the position.

Pay Range:

$65,000 - $73,000 per year