Call Center Coordinator

Job Description

Job Description

Call Center Coordinator

Reports to Senior Shelter Manager 

Join the Team at Cincinnati Animal CARE

At Cincinnati Animal CARE (CAC), we do work that matters.

Every day, our team protects animals, supports our community, and helps save thousands of lives each year through compassionate care, advocacy, and education.

This work is meaningful, fast-paced, and can be challenging, but for the right person, it’s incredibly rewarding.

We are a team built for impact, made up of people who care deeply, work hard, support one another, and show up every day committed to making a difference.

If you are passionate about animals, thrive in a mission-driven environment, and want your work to have purpose, we’d love to have you join us.

About the Role

We are looking for a Call Center Coordinator to join our team and play an important role in supporting CAC’s mission.

In this position, you will:

• Ensure 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. You will identify trends, implement process improvements, and develop strategies to enhance operational efficiency and service delivery.

This is a great opportunity for someone who enjoys meaningful work, takes pride in helping others, and wants to contribute to a growing organization making a real impact in the community.

What You’ll Be Responsible For

Your day-to-day may include:

• 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.
• Supporting additional organizational needs as they arise 

What Makes Someone Successful in This Role

We’re looking for someone who:

• Is passionate about CAC’s mission and animal welfare 
• Brings a positive, team-first attitude 
• Communicates openly and professionally 
• Takes ownership and solves problems proactively 
• Thrives in a fast-paced, ever-changing environment 
• Can balance compassion with accountability 
• Is dependable, adaptable, and eager to learn 

Qualifications

Preferred/Required:

• 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.. 

Why Join CAC?

At CAC, you’ll be part of more than just a workplace. You’ll join a team of people doing meaningful work together.

We offer:

• The opportunity to make a real difference every day 
• A mission-driven, supportive team culture 
• Growth and development opportunities 
• Competitive benefits package 
• A workplace where your work directly impacts animals and the community 

Compensation & Benefits

• Pay: Minimum pay of $20.19 after successful 90 day training period. $18.90 during training period. 
• Retirement plan with employer match 
• Health, Dental, and Vision Insurance 
• Paid Time Off 
• Professional Development Assistance 
• Life Insurance 

Working Conditions / Physical Requirements

• 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.