Call Center Lead, MDU

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 starting day one

401K with company match

Educational and professional reimbursement

Job summary

A leading telecommunications firm in Champaign, Illinois, is looking for a Call Center Lead to oversee operations and improve customer service quality. This role involves monitoring performance metrics, coaching agents, and collaborating with teams to enhance workflows. Ideal candidates have over 3 years of call center experience, strong coaching and data analytic skills, and a passion for customer service. Competitive salary, comprehensive benefits, and opportunities for growth are offered.

Qualifications

• 3+ years of experience in a call center environment.
• Strong understanding of customer service principles.
• Ability to thrive in a fast-paced, dynamic environment.

Responsibilities

• Monitor call queues, agent performance, and service levels.
• Provide real-time coaching and feedback to agents.
• Maintain and update SOPs and training materials.
• Analyze call center metrics and generate reports.

Skills

Customer service principles

Technical troubleshooting

Excellent communication

Coaching skills

Data analytic skills

Tools

Call center software

CRM platforms

PowerBI

Tableau

Job description

Call Center Lead

Job Description:

Pavlov Media is seeking a driven Call Center Lead to oversee and support daily operations of our customer support center. This role is critical in ensuring high-quality service delivery, team performance, and continuous improvement in customer satisfaction. The ideal candidate will be a hands‑on contributor with a passion for process optimization and delivering exceptional support experiences.

Duties/Responsibilities:

Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.

• 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.

Required 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.

Desired Qualifications:

• Familiarity with Dialpad preferred.
• Experience with workforce management tools and QA programs.
• Experience with data analysis tools (PowerBI, Tableau, etc.).
• Telecom or ISP industry experience desired.

Physical Requirements:

• Long periods of sitting.
• Ability to lift 10 pounds.
• Some travel required; 10% ability to travel via commercial air/driving.

Compensation & Benefits:

The salary range for this position is: 45,000-85,000

Actual base pay for this job will depend on the candidate’s primary work location and other factors, such as relevant skills and experience. Pavlov Media is committed to complying with the Equal Pay Act and places a strong emphasis on internal equity when determining compensation. Final pay will be determined based on the candidate’s skills, experience, and alignment with our internal equity standards, ensuring fairness and consistency across the organization. The salary banding for this role also allows room for growth, with opportunities for pay increases within the band based on performance and contributions.

Compensation is one part of the total rewards package at Pavlov Media. We also offer the following benefits to support the well‑being of our employees:

• 15 company paid holidays
• 3 weeks PTO
• Medical, Dental, Vision starting day one
• 401K with company match
• Health and Flexible Savings Account
• Life and AD&D, Spousal Life, Child Life Insurance Plans
• Educational and professional reimbursement
• Short‑ and long‑term disability benefits

Pavlov Media is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or reasonable accommodation due to a disability during the application process, read more about requesting accommodation.