Hybrid Interim Exhibitor Services Communications Supervisor at Shepard Exposition Services

The Exhibitor Services Communications Supervisor manages the daily operations of the communications specialist team, ensuring excellence in customer service, policy compliance, and efficient use of service technologies. This role plays a pivotal part in maintaining high service standards, developing team capabilities, and optimizing workflows aligned with event timelines.  This role leads a team of dedicated specialists in answering exhibitor calls and responding to their inquiries throughout the hours of operation between 8 a.m. EST and 5 p.m. PST.

Key Contributions of the Role

• Oversee and support the Communications team, including hiring, onboarding, scheduling, and mentoring
• Monitor service platforms (e.g., Webex/Contact Center, Help Scout, Salesforce) to ensure appropriate coverage and timely response to urgent requests
• Serve as the primary escalation contact for complex service issues, resolving real-time challenges efficiently
• Manage inbound and outbound exhibitor calls and proactively communicate during critical event lifecycle phases
• Collaborate with Exhibitor Service leadership to update and enforce call center policies and procedures
• Develop and refine operational workflows and standard operating procedures (SOPs) for optimal efficiency
• Train team members on policies, exhibitor service protocols, and system tools; identify workflow gaps and lead targeted training initiatives
• Coordinate professional development opportunities for staff and monitor performance through coaching and corrective actions as needed
• Support high call volumes and assist representatives in resolving complex or escalated queries
• Ensure accurate data input and reporting to support customer interactions, order fulfillment, and team KPIs
• Track and report departmental metrics including inbound calls, hold times, and call abandonment; implement improvements where needed
• Collaborate with on-site and cross-functional teams to ensure smooth communication and customer experience during live events
• Identify operational issues, set goals, and recommend continuous improvements aligned with department and organizational objectives
• Maintain accurate attendance tracking and ensure adherence to departmental and corporate policies
  

Requirements

3+ years of administrative or customer service experience in a high-volume environment; supervisory experience preferred

Demonstrated strategic thinking, problem-solving, and conflict-resolution skills

Strong oral and written communication skills

Detail-oriented with strong time management and organizational skills

Proficient in Microsoft Office Suite; advanced Excel proficiency preferred

Experience with call center or CRM platforms (e.g., Webex, Help Scout, Salesforce) is a plus

High School Diploma or equivalent required

Aligning With Our Values for Success

• Demonstrate Core Values of Caring, Commitment, Integrity, Spirit, Responsiveness, Inclusivity, and Teamwork
• Act as a responsible ESOP owner by making decisions that benefit the client and company daily
• Provide exceptional internal and external customer service in accordance with Shepard’s Blue Diamond Customer Service Program

Please note that the roles and responsibilities outlined in this job description are not exhaustive and may be subject to change. Additional tasks may be assigned as needed to meet the evolving needs of the company.