Call Center Performance Lead

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

Benefits offered by this job

15 holidays

3 weeks PTO

Medical, Dental, Vision

401K with company match

Health Savings Account

Life and AD&D

Job summary

Pavlov Media in Champaign, IL is seeking a Call Center Lead to oversee and support daily customer support operations. You will drive service quality, team performance, and continuous improvement while hands-on contributing to processes.

The role emphasizes coaching, real-time feedback, and collaboration with cross-functional teams to resolve issues and optimize workflows. Candidates with 3+ years in call centers and strong analytics will thrive.

Qualifications

• 3+ years in a call center environment.
• Strong customer service principles and technical troubleshooting.
• Excellent communication, coaching, and data analytic skills.
• Experience with call center software, CRM platforms, and reporting tools.

Responsibilities

• Monitor call queues, agent performance, and service levels.
• Provide real-time coaching, feedback, and call reviews.
• Collaborate with NOC, Tier 2, Engineering 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.

Job description

Pavlov Media in Champaign, IL is seeking a Call Center Lead to oversee and support daily customer support operations. You will drive service quality, team performance, and continuous improvement while hands-on contributing to processes.

The role emphasizes coaching, real-time feedback, and collaboration with cross-functional teams to resolve issues and optimize workflows. Candidates with 3+ years in call centers and strong analytics will thrive.