Job Description

The Northwest Center @ Amazon team operates in a fast-paced and demanding corporate environment where we provide professional 5-star customer service across several program divisions. The Lead Call Center Specialist is a subject matter expert and lead support specialist for Amazon’s call center representatives and customers seeking support. In this role, you will provide 5-star customer service and have an obsession for customer satisfaction.

Under the direction of the Manager, the Lead’s responsibility is to oversee day-to-day operational execution, make tactical decisions, and audit quality assurance. They will monitor workload, perform in-the-moment coaching, and provide operational guidance to ensure consistency across calls. Offers process expertise and mentorship, informing and contributing to program initiative implementation. Leads will also answer and route inbound calls.

Location: Nashville, TN

Schedule: Monday through Friday, 11:30AM – 8:00PM

Starting Wage: $25.75 per hour | Full Wage Range: $25.75 - $31.19 per hour

What We Can Offer

• Comprehensive Medical, Dental, Vision, Disability, and Life Insurance, effective the month after 30 days of employment
• 17 Accrued Paid Time Off Days Annually
• Additional 10 Annual Floating Holidays, Parental Leave, and Paid Compassion Leave
• Retirement 401(K) with a company match
• Employment Assistance Program (EAP) via Spring Health
• Mental Wellness Program including six free therapy sessions per year
• Opportunity for career development with our NWC Mentorship Match program
• Wellness Reimbursement Program - $25/month
• Student Loan Contribution Program - $50/month
• Parking Allowance - $141/month
• Pet Insurance Discount Program

Check out the entire list of benefits Northwest Center has to offer here: Key Responsibilities Team Obsession

• Serve as the first line of support for agents needing immediate assistance
• Provide real-time guidance on complex calls, transfers, and escalations
• Step in to de-escalate calls or take over when necessary
• Reinforce consistency in call handling and transfer execution across the team
• Support onboarding and side-by-side training for newly hired associates
• Provide day-to-day support, and leadership to the Call Center team

Operational Excellence

• Handle inbound calls, remaining current on processes and customer experience
• Model best practices in call control, professionalism, and transfer accuracy
• Support queues during high-volume periods without abandoning primary support responsibilities
• Complete call monitoring and audit support team members' calls to provide coaching and guidance on call quality and call handling time efficiency
• Ensure accurate and efficient execution of transfer types (call transfers, routing, documentation)
• Actively provide operational oversight to identify gaps in performance, workflow, or process adherence
• Identify recurring transfer issues and escalate trends to leadership
• Act as the go-to resource for resolving transfer-related breakdowns
• Access call tracking data to compile reporting of the various call drivers and trends
• Complete multi-metric reporting
• Assist with queue management, workload balancing, and service level support
• Communicate real-time risks, volume concerns, or system issues to the Supervisor
• Support implementation of new processes, tools, or client updates

Customer Experience

• Deliver real-time, in-the-moment coaching to improve call quality and efficiency
• Reinforce Quality Analyst expectations and customer experience standards through daily interactions
• Provide elevated customer service support for challenging and escalating callers
• Ability to remain calm and respectful under pressure
• Exceptional customer service expertise

Requirements

• High School Diploma
• 2+ years in a call center environment (inbound/transfer-heavy preferred)
• Proficiency in Microsoft Office Suite, including Excel, Word, PowerPoint, and SharePoint
• Experience leading people
• Excellent interpersonal skills required along with polite and professional phone etiquette
• Must be reliable and punctual with excellent organizational skills
• Ability to multitask with demonstrated ability to juggle multiple priorities
• Deep understanding of call flow, transfer processes, and systems
• Strong communication and problem-solving skills
• Ability to influence peers without formal authority
• Excellent on-phone customer service skills
• Ability to maintain composure and good judgment in fast-paced, high-stress environments
• Attention to detail and accuracy
• Must be able to frequently carry and lift a backpack containing a laptop and other supplies, up to 50 pounds.
• Encompasses a combination of desk work and actively visiting several Amazon building so the ability to walk consistently within a 1.5-mile radius is required.
• Ability to read, write, communicate, and comprehend the English language.
• Ability to view a computer monitor for 6-7 hours of a scheduled 8-hour shift with or without corrective lenses
• Ability to work flexible hours that include occasional changes in schedule according to the programs’ needs. Occasionally, earlier or later start times may arise.
• This is a dog-friendly environment with over 1000 dogs on campus. Individuals with dog allergies or those who do not particularly care for dogs may not be the best fit.

About Northwest Center

Northwest Center (NWC) is an ambitious, dynamic, and driven social enterprise organization that operates successful businesses to drive societal change. We are focused on our collective North—a world where all children have equitable access to education, and the employment rate for people with disabilities is the same as the general population. Since its inception in 1965, Northwest Center has built and acquired a portfolio of commercial businesses to fuel our mission of disability inclusion and enable our journey North.

Northwest Center has been a vendor at Amazon for over two decades. The NWC @ Amazon division has grown to over 300 employees, providing a wide variety of customer service support on Amazon’s thriving campuses throughout the nation. Our team works in a unique, fast-paced corporate setting on Amazon’s campuses to provide first-rate customer service-focused programs to our clients while also generating revenue that funds Northwest Center’s mission of inclusion.

Northwest Center is committed to offering reasonable accommodations to applicants with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact us at ***email_hidden*** .

At Northwest Center, we do not just accept diversity and inclusion — we celebrate it, support it, live it, and flourish in it to benefit our employees, the community, and our clientele. We believe that our strength lies within our diversity and the forward motion towards a day when people of all abilities can learn and work together.We believe that curiosity and critical thinking are essential to the dialogue and improving decision-making, planning, resource allocation, and how we treat others. Our goal is to create and implement more equitable practices, policies, and culture. To be equitable means to value and respect individuals from all cultural backgrounds, genders, races, identities, and abilities. Northwest Center is proud to be an equal opportunity employer, including disability and veterans’ status.

IND123

Job Tags

Similar Jobs