Department Lead I

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 We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, disability, protected veteran status, or any other characteristic protected by law.

We will consider for employment qualified applicants with criminal histories consistent with applicable law. 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. We're disruptors.

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We create content for audiences big and small, global and local. We put our audiences first, and work hard to bring them stories they'll love, wherever they are and however they watch, listen and learn. Whatever your discipline, from on-air talent to behind-the-scenes tech guru to business and finance, the career opportunities at FOX are exciting, rewarding and game-changing.

We seek out the most talented individuals - the dreamers, the disruptors and the visionaries -and we want them to know that they matter. We're committed to helping every single one of our employees feel valued and inspired, every day.