Call Center Lead, FTTP

Call Center LeadJob 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 needsChampion a culture of accountability, empathy, and continuous improvement.Required Qualifications:3+ years of experience in a call center environmentStrong understanding of customer service principles and technical troubleshooting.Excellent communication, coaching, and data analytic skillsExperience with call center software, CRM platforms, and reporting tools.Ability to thrive in a fast-paced, dynamic environment.Desired Qualifications:Familiarity with Dialpad preferredExperience with workforce management tools and QA programsExperience with data analysis tools (PowerBI, Tableau, etc.)Telecom or ISP industry experience desiredPhysical Requirements:The successful candidate will be able to perform the following with or without reasonable accommodation:Long periods of sittingAbility to lift 10 poundsSome travel required; 10% ability to travel via commercial air/drivingCompensation & Benefits:The salary range for this position is: 45,000-85,000Actual 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 holidays3 weeks PTOMedical, Dental, Vision starting day one401K with company matchHealth and Flexible Savings AccountLife and AD&D, Spousal Life, Child Life Insurance PlansEducational and professional reimbursementShort- and long-term disability benefits