Call Center Lead, FTTP

Pavlov Media Inc•Champaign, IL

About The Position

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.

Requirements

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.

Nice To Haves

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

Responsibilities

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.