Department Lead I

OVERVIEW OF THE COMPANY

Fox Corporation

Under the FOX banner, we produce and distribute content through some of the world’s leading and most valued brands, including: FOX News Media, FOX Sports, FOX Entertainment, FOX Television Stations and Tubi Media Group. We empower a diverse range of creators to imagine and develop culturally significant content, while building an organization that thrives on creative ideas, operational expertise and strategic thinking.

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