Call Center Coordinator

Call Center Coordinator

Job Type: Full-time

Pay: Starting at $18/ hour

Work Location: On site

Reports to Senior Colerain Shelter Manager

Company Overview

Cincinnati Animal CARE (CAC) is a dynamic and progressive humane society in contract with Hamilton County to deliver exceptional animal services to our community. We enforce animal laws and prioritize public safety while striving to be a community resource providing education and support to the people and animals of Hamilton County. We value our team of compassionate, open-minded and resilient staff and volunteers who make it possible to care for 8,000 animals each year. We believe that lifesaving is a community ethic and implement a collaborative, holistic approach to animal sheltering and Dog Warden services.

Position Summary

The Call Center Coordinator plays a critical role in advancing the mission of Cincinnati Animal CARE by ensuring high-quality, compassionate, and efficient service to the community while supporting the operations of the call center. This position is essential in managing the flow of information between the community, shelter staff, and Animal Control Officers, ensuring timely and accurate responses to inquiries, complaints, and urgent situations.

Working closely with the Shelter Manager, the Call Center Coordinator oversees daily call center operations, including staff scheduling, training, mentoring, and performance monitoring of Specialists and Leads. The Call Center Coordinator will identify trends, implement process improvements, and develop strategies to enhance operational efficiency and service delivery.

The Call Center Coordinator maintains accurate records, tracks key performance metrics, and provides regular reports to the Shelter Manager to inform decision-making and program development. This role requires collaboration across departments to align call center operations with broader organizational goals, balancing hands-on operational support with strategic oversight.

The ideal candidate is a proactive problem-solver, a strong communicator, and committed to continuous improvement in customer service practices. This individual thrives in a dynamic, fast-paced environment and is dedicated to enhancing the call center’s impact on the community and the animals in our care.

Responsibilities:

• Oversee the day-to-day operations of the call center, ensuring efficient, compassionate, and accurate customer service delivery to the community and seamless communication with Animal Control Officers and shelter staff.
• Lead, train, mentor, and evaluate Specialists and Leads, fostering a culture of accountability, professional growth, and operational excellence.
• Analyze call center data, identify trends, and implement strategic improvements to enhance performance, efficiency, and community impact.
• Develop and maintain standard operating procedures, policies, and documentation to support consistent service delivery and compliance.
• Collaborate with managers and other departments to align call center operations with organizational priorities and broader lifesaving initiatives.
• Serve as the primary point of contact for complex or sensitive situations, providing guidance, problem-solving, and operational oversight.
• Represent the call center in organizational and community interactions, maintaining a professional and positive image.
• Serve as the primary liaison between the shelter and our phone system provider, troubleshooting software or system issues, and recommending solutions or process improvements as needed.

Requirements:

• Demonstrates exemplary reliability, integrity, and professional discretion; sets the standard for adherence to organizational policies and procedures.
• Advanced oral and written communication skills; able to influence, guide, and train team members while maintaining professional, compassionate community interactions.
• Exercises strategic judgment, tact, and diplomacy; remains composed and solutions-oriented in highly complex, sensitive, or high-pressure situations.
• Provides leadership and oversight to the call center team, including training, mentoring, performance evaluation, and professional development of Leads and Specialists.
• Proficient in Gmail, Google Docs, Google Sheets, and other relevant systems; quickly masters new technology, protocols, and departmental procedures.
• Flexible and accountable; able to manage coverage, respond to urgent needs, and lead operations across varied shifts, including days, evenings, weekends, and holidays.
• Prior experience in call center management, dispatch, animal control, or law enforcement strongly preferred; ability to handle confidential, sensitive, and escalated matters with discretion.
• Ability to evaluate operational performance holistically, identify opportunities for improvement, and implement solutions that balance team capacity, community needs, and organizational goals.
• Knowledge of occupational hazards and safety protocols; capable of independently managing complex operations while fostering accountability and efficiency across the team.
• Must be at least 18 years of age; high school diploma or equivalent required, additional education or relevant certifications preferred.

Working Conditions:

• While performing the duties of this job, the employee is frequently required to sit, stand, walk, talk and hear. The employee is occasionally required to use hands to finger, handle, or operate objects, controls, or tools listed above; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell.
• The employee must occasionally lift and/or move more than 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus.
• While performing the duties of this job, the employee frequently works in outside weather conditions. The employee occasionally works near moving mechanical parts; in high, precarious places; and is occasionally exposed to wet and/or humid conditions.
• The noise level in the work environment is usually moderate to high.
• Exposure and handling unvetted animals and their waste is frequent.
• Exposure to adverse environmental conditions, such as dirt, dust, pollen, odors, wetness, humidity, rain, fumes, temperature and noise extremes, traffic hazards, pathogenic substances, zoonotic diseases and parasites, and animal bites.

Cincinnati Animal CARE provides equal employment and advancement opportunities to all employees and applicants for employment, without regard to race, color, religion, age, sex, pregnancy, gender, disability, national origin, ethnic background, citizenship, veteran status, sexual orientation, gender identity and expression or any other characteristic protected by applicable laws.

Job Type: Full-time

Pay: From $18.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

Work Location: In person