Call Center Lead - Amazon

Northwest Center • Nashville, TN

1d • Onsite

About The Position

The Northwest Center @ Amazon team operates in a fast-paced and demanding corporate environment, providing professional 5-star customer service across several program divisions. The Lead Call Center Specialist serves as a subject matter expert and lead support specialist for Amazon’s call center representatives and customers, with an obsession for customer satisfaction. Under the direction of the Manager, this role involves overseeing day-to-day operational execution, making tactical decisions, and auditing quality assurance. Key responsibilities include monitoring workload, performing in-the-moment coaching, and providing operational guidance to ensure consistency across calls. The Lead also offers process expertise and mentorship, contributing to program initiative implementation, and handles inbound calls. Northwest Center is an ambitious social enterprise organization focused on disability inclusion, operating successful businesses to drive societal change. The NWC @ Amazon division has grown to over 300 employees, providing a wide variety of customer service support on Amazon’s thriving campuses throughout the nation.

Requirements

• High School Diploma
• 2+ years in a call center environment (inbound/transfer-heavy preferred)
• Proficiency in Microsoft Office Suite, including Excel, Word, PowerPoint, and SharePoint
• Experience leading people
• Excellent interpersonal skills required along with polite and professional phone etiquette
• Must be reliable and punctual with excellent organizational skills
• Ability to multitask with demonstrated ability to juggle multiple priorities
• Deep understanding of call flow, transfer processes, and systems
• Strong communication and problem-solving skills
• Ability to influence peers without formal authority
• Excellent on-phone customer service skills
• Ability to maintain composure and good judgment in fast-paced, high-stress environments
• Attention to detail and accuracy
• Must be able to frequently carry and lift a backpack containing a laptop and other supplies, up to 50 pounds.
• Encompasses a combination of desk work and actively visiting several Amazon building so the ability to walk consistently within a 1.5-mile radius is required.
• Ability to read, write, communicate, and comprehend the English language.
• Ability to view a computer monitor for 6-7 hours of a scheduled 8-hour shift with or without corrective lenses
• Ability to work flexible hours that include occasional changes in schedule according to the programs’ needs. Occasionally, earlier or later start times may arise.
• This is a dog-friendly environment with over 1000 dogs on campus. Individuals with dog allergies or those who do not particularly care for dogs may not be the best fit.

Responsibilities

• Serve as the first line of support for agents needing immediate assistance
• Provide real-time guidance on complex calls, transfers, and escalations
• Step in to de-escalate calls or take over when necessary
• Reinforce consistency in call handling and transfer execution across the team
• Support onboarding and side-by-side training for newly hired associates
• Provide day-to-day support, and leadership to the Call Center team
• Handle inbound calls, remaining current on processes and customer experience
• Model best practices in call control, professionalism, and transfer accuracy
• Support queues during high-volume periods without abandoning primary support responsibilities
• Complete call monitoring and audit support team members' calls to provide coaching and guidance on call quality and call handling time efficiency
• Ensure accurate and efficient execution of transfer types (call transfers, routing, documentation)
• Actively provide operational oversight to identify gaps in performance, workflow, or process adherence
• Identify recurring transfer issues and escalate trends to leadership
• Act as the go-to resource for resolving transfer-related breakdowns
• Access call tracking data to compile reporting of the various call drivers and trends
• Complete multi-metric reporting
• Assist with queue management, workload balancing, and service level support
• Communicate real-time risks, volume concerns, or system issues to the Supervisor
• Support implementation of new processes, tools, or client updates
• Deliver real-time, in-the-moment coaching to improve call quality and efficiency
• Reinforce Quality Analyst expectations and customer experience standards through daily interactions
• Provide elevated customer service support for challenging and escalating callers

Benefits

• Comprehensive Medical, Dental, Vision, Disability, and Life Insurance, effective the month after 30 days of employment
• 17 Accrued Paid Time Off Days Annually
• Additional 10 Annual Floating Holidays, Parental Leave, and Paid Compassion Leave
• Retirement 401(K) with a company match
• Employment Assistance Program (EAP) via Spring Health
• Mental Wellness Program including six free therapy sessions per year
• Opportunity for career development with our NWC Mentorship Match program
• Wellness Reimbursement Program - $25/month
• Student Loan Contribution Program - $50/month
• Parking Allowance - $141/month
• Pet Insurance Discount Program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 251-500 employees