Call Center Performance Lead

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

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.