Call Center Lead: Coaching, KPIs & CX Excellence

Pavlov Media Inc; Champaign (IL); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Medical, Dental, Vision starting day 1

401K with company match

Short- and long-term disability

Job summary

Pavlov Media is seeking a Call Center Lead to oversee and support daily operations of our customer support center in Champaign, IL. The role focuses on delivering high-quality service, coaching staff, and driving process improvements to enhance customer satisfaction.

The ideal candidate brings 3+ years in a call center, strong communication and troubleshooting skills, and proficiency with CRM tools and reporting software.

Qualifications

• 3+ years of experience in a call center environment.
• Strong understanding of customer service principles and technical troubleshooting.
• Excellent communication, coaching, and data analytic skills.
• Experience with call center software, CRM platforms, and reporting tools.
• Ability to thrive in a fast-paced, dynamic environment.

Responsibilities

• Monitor call queues, agent performance, and service levels to ensure KPIs are met.
• Provide real-time coaching, feedback, and call reviews to call center agents.
• Collaborate with cross-functional teams (NOC, Tier 2, Engineering, etc.) to resolve escalated issues and improve workflows.
• Maintain and update SOPs, training materials, and knowledge base content.
• Analyze call center metrics and generate reports for leadership.
• Coordinate with call center workforce management to ensure staffing supports data-based needs
• Champion a culture of accountability, empathy, and continuous improvement.

Skills

Customer service principles

Communication skills

Coaching/mentoring

Data analytics

Technical troubleshooting

Call center software

CRM platforms

Reporting tools

Tools

Dialpad

PowerBI

Tableau

Job description

Pavlov Media is seeking a Call Center Lead to oversee and support daily operations of our customer support center in Champaign, IL. The role focuses on delivering high-quality service, coaching staff, and driving process improvements to enhance customer satisfaction.

The ideal candidate brings 3+ years in a call center, strong communication and troubleshooting skills, and proficiency with CRM tools and reporting software.