Call Center Lead - FTTP Operations & Coaching

Pavlov Media, Inc.; Champaign (IL); On-site; USD 45,000 - 85,000; Full time

Benefits offered by this job

15 company paid holidays

3 weeks PTO

Medical, Dental, Vision from day one

401K with company match

Short- and long-term disability benefits

Job summary

A telecommunications company in Champaign is seeking a Call Center Lead to manage daily operations of the support center. This role ensures exceptional service delivery and team performance while fostering a culture of continuous improvement. The ideal candidate will have over 3 years of call center experience, strong communication and coaching skills, and proficiency with call center software and data analysis tools. Competitive compensation is offered along with comprehensive benefits including medical, dental, and a 401K plan.

Qualifications

• 3+ years of experience in a call center environment.
• Strong understanding of customer service principles.
• Excellent communication and coaching skills.

Responsibilities

• Monitor call queues and agent performance.
• Provide real-time coaching and feedback to agents.
• Collaborate with cross-functional teams to improve workflows.

Skills

Customer service principles

Technical troubleshooting

Communication skills

Coaching skills

Data analysis skills

Fast-paced environment adaptability

Tools

Call center software

CRM platforms

PowerBI

Tableau

Job description

A telecommunications company in Champaign is seeking a Call Center Lead to manage daily operations of the support center. This role ensures exceptional service delivery and team performance while fostering a culture of continuous improvement. The ideal candidate will have over 3 years of call center experience, strong communication and coaching skills, and proficiency with call center software and data analysis tools. Competitive compensation is offered along with comprehensive benefits including medical, dental, and a 401K plan.