Department Lead I

FOX News Network, LLC • $61K — $107K *
Los Angeles, CA 90011In-Person
Technical Services
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 5-7 years of supervisory experience in a high-volume call center environment.
  • Strong knowledge of call center, help desk, or PBX operations.
  • Proven leadership abilities with effective team collaboration skills.
  • Excellent written and verbal communication capabilities.
  • Strong customer service and organizational skills with attention to detail.
  • Ability to manage multiple tasks and work efficiently under pressure.
  • Valid California driver's license without restrictions.

Responsibilities

  • Supervise Call Center staff, ensuring adherence to company policies.
  • Model company values in daily operations and staff interactions.
  • Participate in daily operations, handling inbound calls and messages.
  • Identify, diagnose and dispatch service requests accurately.
  • Ensure high customer service standards are maintained throughout the team.
  • Conduct daily staff meetings to promote accountability and communication.
  • Prepare schedules, oversee payroll, and manage administrative tasks.

Benefits

  • Medical, dental, and vision insurance.
  • 401(k) plan participation.
  • Paid time off and holidays.
  • Additional benefits per applicable plan documents.
  • Union benefits as per relevant collective bargaining agreements.
Full Job Description
JOB DESCRIPTION

The Fox Studio Lot is looking for a Department Lead. The Department Lead will be responsible for the overall administration, supervision, and operation of the Facilities Service Desk, including but not limited to the administration of the work order ticketing system, inbound calls from the general public, and tenant and staff relations.

A SNAPSHOT OF YOUR RESPONSIBILITIES
  • Directly supervise Call Center staff, carry out supervisory responsibilities in accordance with departmental and company policies and procedures
  • Lead by example and model behaviors that are consistent with the company's values
  • Supervise adherence to departmental and company policies and procedures, report infractions to management
  • Actively participate in the day-to-day operations, to include but not limited to operating the switchboard, connecting internal and external callers with the appropriate individual or department
  • Respond to incoming requests (e.g., e-mails, telephone calls, voicemail, or in person) and accurately identify, diagnose, prioritize, log, and dispatch the appropriate team
  • Utilize the electronic ticketing system according to department procedures for the opening, closing, resolution, escalation, and tracking of all requests
  • Provide updates, status, and completion information to staff and/or users via telephone, e-mail, or in-person communication.
  • Ensure the highest level of customer service and professionalism by the Call Center staff
  • Monitor and evaluate daily workflow, choose appropriate courses of action to ensure department schedules and objectives are met
  • Conduct daily staff meetings to drive team accountability and to exchange various information
  • Maintain training methods for timely and efficient execution of departmental goals. Ensure that staff is cross trained in all pertinent functions/areas
  • Prepare daily and weekly work schedules and assignments, track staff vacations and leaves to ensure proper coverage
  • Review payroll daily, verify accuracy by overseeing and correcting time clock punches
  • Verify, code, and input invoices into the Studio AP system for processing
  • Provide back-up support for other administrative departments or job functions
  • Promote and sustain a professional, positive, productive, and safe work environment
  • Build teamwork to enhance individual and team performance, provide coaching and mentoring
  • Act as the direct liaison to employees, customers, tenants and service personnel
  • Log and report suspicious, nuisance or hostile calls to Security
  • Coordinate various service requests using the telephone, e-mail and two way radio
  • Perform general clerical duties including but not limited to, ordering supplies, placing service calls for equipment, filing, record keeping and photocopying
  • Prepare daily and monthly reports as needed


WHAT YOU WILL NEED
  • 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
  • Ability to work cooperatively and collaboratively with all levels of staff, employees, tenants, and vendors
  • Ability to operate in a dynamic, fast-paced, demanding startup environment
  • Ability to train across multiple job functions
  • Ability to readily adapt to changing requirements
  • Ability 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


Pursuant to state and local pay disclosure requirements, the pay rate/range for this role, with final offer amount dependent on education, skills, experience, and location is $29.52-51.65 per hour. This role is also eligible for various benefits, including medical/dental/vision, insurance, a 401(k) plan, paid time off, and other benefits in accordance with applicable plan documents. Benefits for Union represented employees will be in accordance with the applicable collective bargaining agreement.

View more detail about FOX Benefits.

About FOX News Network, LLC

FOX News Network, LLC Careers

There has never been a better time to join the dynamic team at FOX News Network, LLC—the leading source of news and media innovation in the industry.

Work You’ll Do

Join FOX News Network, LLC's esteemed team to assist some of the nation's most influential viewers in understanding complex news stories and current events. Transform the media landscape with the brightest minds at FOX News Network, LLC, where leadership in technology, industry expertise, and digital innovation converge. Lead from a unique position in the media marketplace, at the nexus of technology, comprehensive industry knowledge, and groundbreaking innovation. Work alongside a professional team of media and technology advisors to help the company navigate through the evolving landscape of digital media. Collaborate with a robust group of media experts, dedicated to upholding the highest standards of news delivery and innovation.

Introducing the FOX News Network, LLC Professional Growth and Development Initiative

The initiative is building a market-leading team to help some of the nation’s most engaged audiences master the rapid pace of news with innovative media solutions.

Do Innovative Work

Join one of the most respected groups of media professionals in the industry—dedicated to blending technology, expertise, and digital innovation.

Drive Innovative Solutions

Deliver targeted media solutions on trusted platforms through a depth and breadth of experience and innovation that’s unparalleled in the media sector.

Be Part of a Great Team

Engage with a wide range of technology and utilize the unparalleled capabilities, national scale, and joint solution development of a top-tier media team.

Future-Proof Your Career

Advance as far as your ambition takes you with limitless opportunities to grow your career supported by unmatched training, development, and certification support.

Explore

Discover how FOX News Network, LLC leads in predictive analysis of news trends and audience engagement, enhancing the delivery of news across various platforms.

The FOX News Network, LLC Leadership and Diversity Initiative

The combined service capabilities, national reach, and joint solution development help team members overcome challenges and lead innovation in the media industry. Team members across the nation look to FOX News Network, LLC for new strategies and solutions to drive innovation and growth in the digital era. Bringing together dedicated professionals, FOX News Network, LLC empowers team members to thrive in an era of media disruption.

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Search open positions that match your skills and interests. FOX News Network, LLC looks for passionate, curious, creative, and solution-driven team players. SEARCH FOX NEWS NETWORK JOBS

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* Ladders Estimates

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