Department Lead I
$61,402–$107,432 year
On-siteLos Angeles, California, United States
Job Summary
Supervise Call Center staff and directly manage the Facilities Service Desk, including administering the work order ticketing system and handling inbound calls from the general public. Operate the switchboard to connect internal and external callers, respond to requests via email, telephone, or in person, and accurately identify, diagnose, prioritize, log, and dispatch the appropriate team. Monitor and evaluate daily workflow, conduct staff meetings to drive accountability, and prepare daily and weekly work schedules while reviewing payroll and verifying time clock punches. Verify and input invoices into the Studio AP system, maintain training methods, and act as the direct liaison to employees, customers, and tenants. Log and report suspicious calls to Security, coordinate service requests using two-way radio, and perform general clerical duties such as ordering supplies and filing.
Required Qualifications
- Recent prior supervisory experience working in a Call Center, Help Desk, or other environment with heavy incoming telephone calls
- Strong general knowledge of Call Center, Help Desk, or PBX operations
- Excellent leadership skills with the ability to work with and through others to achieve desired results
- Excellent written and verbal communication skills
- Excellent customer service, time management, interpersonal, organizational, and analytical skills
- Aptitude to coordinate multiple concurrent activities and multifaceted service requests
- Maintain confidentiality of company and customer information, data, and materials
- Dependable/reliable person with excellent attendance record and able to work nights and weekends as needed
- Valid California driver's license (without restrictions)
- Able to follow standardized operating procedures
- Able to manage multiple priorities and follow through on assignments
- Able to stand, walk, and sit as required to perform all job functions, including lifting to 50 lbs.
- Able to work overtime with short notice
- Able to learn and retain large amounts of general information about the Company
- Able to work cooperatively and collaboratively with all levels of staff, employees, tenants, and vendors
- Able to operate in a dynamic, fast-paced, demanding startup environment
- Able to train across multiple job functions
- Able to readily adapt to changing requirements
- Able to gain and retain comprehensive knowledge of all equipment, tools, and software used in the Call Center as well as supported services
- Ability to listen carefully and respond quickly and effectively
- Follow all company, safety, and security policies and procedures; report any maintenance problems, safety hazards, accidents, or injuries
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