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Call Center Lead, FTTP

28aef87c 0536 4e1b 94d5 3797c0715a8c 19000101 000001 · Champaign, IL, US, Champaign, IL · Active · $45,000–$85,000 / year · ADP Workforce Now Recruiting

Job facts

FieldValue
Company28aef87c 0536 4e1b 94d5 3797c0715a8c 19000101 000001
TitleCall Center Lead, FTTP
Normalized title-
Department / team-
LocationChampaign, IL, United States
Work model-
Employment typeFull Time
Salary$45,000–$85,000 / year
Statusactive
ATS providerADP Workforce Now Recruiting
Posted / first seen2026-02-17 / 2026-05-31
Changed / last seen2026-06-06 / 2026-06-06

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PageWhat it containsOpen
Company jobsActive postings from 28aef87c 0536 4e1b 94d5 3797c0715a8c 19000101 000001.Open
Company breakdownsRole, location, ATS, and work model facets for this company.Open
ATS provider jobsActive postings observed through ADP Workforce Now Recruiting.Open
Provider filtered searchThe same provider as a filtered job collection.Open
City jobsActive postings in Champaign.Open
Lifecycle eventsOpen, update, close, and reopen events for this posting.Open
Original postingCanonical source or apply URL captured from the ATS.Open

Linked records

Company28aef87c 0536 4e1b 94d5 3797c0715a8c 19000101 000001
Sourcebd78a5e2-15f2-4af1-82d6-3744fdf755e9
ATS providerADP Workforce Now Recruiting

Description

Call Center Lead Job 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 needs Champion a culture of accountability, empathy, and continuous improvement. Required Qualifications: 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. Desired Qualifications: 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 Physical Requirements: The successful candidate will be able to perform the following with or without reasonable accommodation: Long periods of sitting Ability to lift 10 pounds Some travel required; 10% ability to travel via commercial air/driving Compensation & Benefits: The salary range for this position is: 45,000-85,000 Actual 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 holidays 3 weeks PTO Medical, Dental, Vision starting day one 401K with company match Health and Flexible Savings Account Life and AD&D, Spousal Life, Child Life Insurance Plans Educational and professional reimbursement Short- and long-term disability benefits Pavlov Media is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or reasonable accommodation due to a disability during the application process, read more about requesting accommodation. ______________________________________

Full job record

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Source IDbd78a5e2-15f2-4af1-82d6-3744fdf755e9
Board IDbd78a5e2-15f2-4af1-82d6-3744fdf755e9
Provideradp_workforcenow
Provider Job Key561102
TitleCall Center Lead, FTTP
Normalized Title—
Statusactive
Activeyes
Location TextChampaign, IL, US, Champaign, IL
Department—
Team—
Employment Typefull_time
Workplace Type—
Remote Policy—
CountryUnited States
RegionIL
CityChampaign
Salary Raw45000.00 To 85000.00 (USD) Annually
Salary Min45,000
Salary Max85,000
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First Seen At2026-05-31 18:53:18Z
Last Seen At2026-06-06 13:17:43Z
Last Checked At2026-06-06 13:17:43Z
Last Changed At2026-06-06 13:17:43Z
Inactive At—
Source Posted At2026-02-17 14:20:00Z
Source Updated At—
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Parsed Structured
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Extensions
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    "requisitionDescription": "<div><p style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:116%;font-size:16px;font-family:\"Aptos\",sans-serif;text-align:center;' data-pasted=\"true\"><strong><span style='font-size:32px;line-height:116%;font-family:\"Calibri\",sans-serif;color:#682899;'>Call Center Lead</span></strong></p><p style='margin-top:0in;margin-right:0in;margin-bottom:0in;margin-left:0in;line-height:normal;font-size:16px;font-family:\"Aptos\",sans-serif;'><strong><span style='font-family:\"Calibri\",sans-serif;color:black;'>Job Description:</span></strong></p><p style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:101%;font-size:16px;font-family:\"Aptos\",sans-serif;'><em><span style='font-size:15px;line-height:101%;font-family:\"Calibri\",sans-serif;color:black;'>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.&nbsp;</span></em></p><p style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:101%;font-size:16px;font-family:\"Aptos\",sans-serif;'><span style='font-size:15px;line-height:101%;font-family:\"Calibri\",sans-serif;color:black;'>&nbsp;</span></p><p style='margin-top:0in;margin-right:0in;margin-bottom:0in;margin-left:0in;line-height:normal;font-size:16px;font-family:\"Aptos\",sans-serif;background:white;'><strong><span style='font-size:15px;font-family:\"Calibri\",sans-serif;color:black;'>Duties/Responsibilities:</span></strong><span style='font-size:15px;font-family:\"Calibri\",sans-serif;color:black;'>&nbsp;&nbsp;</span></p><p style='margin-top:0in;margin-right:0in;margin-bottom:0in;margin-left:0in;line-height:normal;font-size:16px;font-family:\"Aptos\",sans-serif;'><em><span style='font-size:15px;font-family:\"Calibri\",sans-serif;color:black;'>Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.&nbsp;</span></em></p><div style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:116%;font-size:16px;font-family:\"Aptos\",sans-serif;'><ul style=\"margin-bottom:0in;list-style-type: disc;\"><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:116%;font-size:16px;font-family: initial;\"><span style='font-family:\"Calibri\",sans-serif;font-size:15px;color:black;'>Monitor call queues, agent performance, and service levels to ensure KPIs are met.&nbsp;</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:116%;font-size:16px;font-family: initial;\"><span style='font-family:\"Calibri\",sans-serif;font-size:15px;color:black;'>Provide real-time coaching, feedback, and call reviews to call center agents.&nbsp;</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:116%;font-size:16px;font-family: initial;\"><span style='font-family:\"Calibri\",sans-serif;font-size:15px;color:black;'>Collaborate with cross-functional teams (NOC, Tier 2, Engineering, etc.) to resolve escalated issues and improve workflows.&nbsp;</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:116%;font-size:16px;font-family: initial;\"><span style='font-family:\"Calibri\",sans-serif;font-size:15px;color:black;'>Maintain and update SOPs, training materials, and knowledge base content.&nbsp;</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:116%;font-size:16px;font-family: initial;\"><span style='font-family:\"Calibri\",sans-serif;font-size:15px;color:black;'>Analyze call center metrics and generate reports for leadership.&nbsp;</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:116%;font-size:16px;font-family: initial;\"><span style='font-family:\"Calibri\",sans-serif;font-size:15px;color:black;'>Coordinate with call center workforce management to ensure staffing supports data-based needs</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:116%;font-size:16px;font-family: initial;\"><span style='font-family:\"Calibri\",sans-serif;font-size:15px;color:black;'>Champion a culture of accountability, empathy, and continuous improvement.</span></li></ul></div><p style='margin-top:0in;margin-right:0in;margin-bottom:0in;margin-left:0in;line-height:normal;font-size:16px;font-family:\"Aptos\",sans-serif;background:white;'><span style='font-family:\"Calibri\",sans-serif;color:black;'>&nbsp;</span></p><p style='margin-top:0in;margin-right:0in;margin-bottom:0in;margin-left:0in;line-height:normal;font-size:16px;font-family:\"Aptos\",sans-serif;background:white;'><strong><span style='font-family:\"Calibri\",sans-serif;color:black;'>Required Qualifications:&nbsp;</span></strong></p><div style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:116%;font-size:16px;font-family:\"Aptos\",sans-serif;'><ul style=\"margin-bottom:0in;list-style-type: disc;\"><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:116%;font-size:16px;font-family: initial;\"><span style='font-family:\"Calibri\",sans-serif;font-size:15px;color:black;'>3+ years of experience in a call center environment&nbsp;</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:116%;font-size:16px;font-family: initial;\"><span style='font-family:\"Calibri\",sans-serif;font-size:15px;color:black;'>Strong understanding of customer service principles and technical troubleshooting.&nbsp;</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:116%;font-size:16px;font-family: initial;\"><span style='font-family:\"Calibri\",sans-serif;font-size:15px;color:black;'>Excellent communication, coaching, and data analytic skills&nbsp;</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:116%;font-size:16px;font-family: initial;\"><span style='font-family:\"Calibri\",sans-serif;font-size:15px;color:black;'>Experience with call center software, CRM platforms, and reporting tools.&nbsp;</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:116%;font-size:16px;font-family: initial;\"><span style='font-family:\"Calibri\",sans-serif;font-size:15px;color:black;'>Ability to thrive in a fast-paced, dynamic environment.&nbsp;</span></li></ul></div><p style='margin-top:0in;margin-right:0in;margin-bottom:0in;margin-left:.5in;line-height:normal;font-size:16px;font-family:\"Aptos\",sans-serif;background:white;'><span style='font-size:15px;font-family:\"Calibri\",sans-serif;color:black;'>&nbsp;</span></p><p style='margin-top:0in;margin-right:0in;margin-bottom:0in;margin-left:0in;line-height:normal;font-size:16px;font-family:\"Aptos\",sans-serif;background:white;'><strong><span style='font-family:\"Calibri\",sans-serif;color:black;'>Desired Qualifications:</span></strong></p><div style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:116%;font-size:16px;font-family:\"Aptos\",sans-serif;'><ul style=\"margin-bottom:0in;list-style-type: disc;\"><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:116%;font-size:16px;font-family: initial;\"><span style='line-height:116%;font-family:\"Calibri\",sans-serif;font-size:15px;color:black;'>Familiarity with Dialpad preferred</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:116%;font-size:16px;font-family: initial;\"><span style='line-height:116%;font-family:\"Calibri\",sans-serif;font-size:15px;color:black;'>Experience with workforce management tools and QA programs</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:116%;font-size:16px;font-family: initial;\"><span style='font-family:\"Calibri\",sans-serif;font-size:15px;color:black;'>Experience with data analysis tools (PowerBI, Tableau, etc.)</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:116%;font-size:16px;font-family: initial;\"><span style='font-family:\"Calibri\",sans-serif;font-size:15px;color:black;'>Telecom or ISP industry experience desired</span></li></ul></div><p style='margin-top:0in;margin-right:0in;margin-bottom:0in;margin-left:0in;line-height:normal;font-size:16px;font-family:\"Aptos\",sans-serif;background:white;'><span style='font-size:15px;font-family:\"Calibri\",sans-serif;color:black;'>&nbsp;</span></p><p style='margin-top:0in;margin-right:0in;margin-bottom:0in;margin-left:0in;line-height:normal;font-size:16px;font-family:\"Aptos\",sans-serif;background:white;'><strong><span style='font-family:\"Calibri\",sans-serif;color:black;'>Physical Requirements:&nbsp;</span></strong></p><p style='margin-top:0in;margin-right:0in;margin-bottom:0in;margin-left:0in;line-height:normal;font-size:16px;font-family:\"Aptos\",sans-serif;background:white;'><em><span style='font-size:15px;font-family:\"Calibri\",sans-serif;color:black;'>The successful candidate will be able to perform the following with or without reasonable accommodation:&nbsp;</span></em></p><div style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:116%;font-size:16px;font-family:\"Aptos\",sans-serif;'><ul style=\"margin-bottom:0in;list-style-type: disc;\"><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:116%;font-size:16px;font-family: initial;\"><span style='font-family:\"Calibri\",sans-serif;font-size:15px;color:black;'>Long periods of sitting</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:116%;font-size:16px;font-family: initial;\"><span style='font-family:\"Calibri\",sans-serif;font-size:15px;color:black;'>Ability to lift 10 pounds</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:116%;font-size:16px;font-family: initial;\"><span style='font-family:\"Calibri\",sans-serif;font-size:15px;color:black;'>Some travel required; 10% ability to travel via commercial air/driving</span></li></ul></div><p style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:normal;font-size:16px;font-family:\"Aptos\",sans-serif;'><span style='font-size:15px;font-family:\"Calibri\",sans-serif;color:black;'>&nbsp;</span></p><p style='margin-top:0in;margin-right:0in;margin-bottom:0in;margin-left:0in;line-height:normal;font-size:16px;font-family:\"Aptos\",sans-serif;background:white;'><strong><span style='font-family:\"Calibri\",sans-serif;color:black;'>Compensation &amp; Benefits:</span></strong></p><p style='margin-top:0in;margin-right:0in;margin-bottom:0in;margin-left:0in;line-height:normal;font-size:16px;font-family:\"Aptos\",sans-serif;background:white;'><span style='font-size:15px;font-family:\"Calibri\",sans-serif;color:black;'>The salary range for this position is: 45,000-85,000</span></p><p style='margin-top:0in;margin-right:0in;margin-bottom:0in;margin-left:0in;line-height:normal;font-size:16px;font-family:\"Aptos\",sans-serif;background:white;'><span style='font-size:15px;font-family:\"Calibri\",sans-serif;color:black;'>&nbsp;</span></p><p style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:normal;font-size:16px;font-family:\"Aptos\",sans-serif;background:white;'><em><span style='font-size:13px;font-family:\"Calibri\",sans-serif;color:black;'>Actual base pay for this job will depend on the candidate&#39;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&rsquo;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. </span></em><span style=\"color:black;\"><br>&nbsp;</span></p><p style='margin-top:0in;margin-right:0in;margin-bottom:0in;margin-left:0in;line-height:normal;font-size:16px;font-family:\"Aptos\",sans-serif;background:white;'><span style='font-size:15px;font-family:\"Calibri\",sans-serif;color:black;'>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:&nbsp;</span></p><div style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:116%;font-size:16px;font-family:\"Aptos\",sans-serif;'><ul style=\"margin-bottom:0in;\"><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:116%;font-size:16px;font-family: initial;\"><span style='line-height:116%;font-family:\"Calibri\",sans-serif;font-size:15px;color:black;'>15 company paid holidays</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:116%;font-size:16px;font-family: initial;\"><span style='line-height:116%;font-family:\"Calibri\",sans-serif;font-size:15px;color:black;'>3 weeks PTO</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:116%;font-size:16px;font-family: initial;\"><span style='line-height:116%;font-family:\"Calibri\",sans-serif;font-size:15px;color:black;'>Medical, Dental, Vision starting day one</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:116%;font-size:16px;font-family: initial;\"><span style='line-height:116%;font-family:\"Calibri\",sans-serif;font-size:15px;color:black;'>401K with company match&nbsp;</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:116%;font-size:16px;font-family: initial;\"><span style='line-height:116%;font-family:\"Calibri\",sans-serif;font-size:15px;color:black;'>Health and Flexible Savings Account</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:116%;font-size:16px;font-family: initial;\"><span style='line-height:116%;font-family:\"Calibri\",sans-serif;font-size:15px;color:black;'>Life and AD&amp;D, Spousal Life, Child Life Insurance Plans</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:116%;font-size:16px;font-family: initial;\"><span style='line-height:116%;font-family:\"Calibri\",sans-serif;font-size:15px;color:black;'>Educational and professional reimbursement</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:116%;font-size:16px;font-family: initial;\"><span style='line-height:116%;font-family:\"Calibri\",sans-serif;font-size:15px;color:black;'>Short- and long-term disability benefits&nbsp;</span></li></ul></div><p style='margin-top:0in;margin-right:0in;margin-bottom:0in;margin-left:0in;line-height:normal;font-size:16px;font-family:\"Aptos\",sans-serif;background:white;'><em><span style='font-size:13px;font-family:\"Calibri\",sans-serif;color:black;'>Pavlov Media is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or reasonable accommodation due to a disability during the application process, read more about requesting accommodation.</span></em></p><p style='margin-top:0in;margin-right:0in;margin-bottom:0in;margin-left:0in;line-height:normal;font-size:16px;font-family:\"Aptos\",sans-serif;'><span style='font-size:15px;font-family:\"Calibri\",sans-serif;color:black;'>&nbsp;</span></p><p style='margin-top:0in;margin-right:0in;margin-bottom:0in;margin-left:0in;line-height:normal;font-size:16px;font-family:\"Aptos\",sans-serif;text-align:center;'><span style='font-size:15px;font-family:\"Calibri\",sans-serif;color:#747474;'>______________________________________</span></p></div>\n",
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