Contact Center Team Lead

TGI MAIN COMPANY • New York, NY

3d • $60,000 - $67,000 • Onsite

About The Position

The Contact Center Team Lead supports the Customer Care Manager in overseeing daily contact center operations while providing frontline leadership to agents. This role plays a key part in quality assurance, coaching, training, and operational support, with preferred experience handling supply orders and service calls. The Team Lead acts as a bridge between agents and management, ensuring consistent service delivery, adherence to standards, and continuous performance improvement.

Requirements

• 3+ years contact center/customer service experience
• Prior Team Lead, Senior Agent, QA, or (onsite & Virtual) Training experience
• knowledge of contact center metrics
• Excellent communication and organizational skills

Nice To Haves

• Experience with supplies and service calls
• CRM/contact center platform experience e.g. Five9 or similar software
• High-volume, Fast paced, SLA-driven environment
• College degree

Responsibilities

• Support Manager with daily operations, staffing coverage, and escalations
• Provide real-time agent support and lead by example
• Conduct QA reviews (calls, emails, tickets) and deliver feedback
• Coach agents to improve KPIs (CSAT, SLA, AHT, Quality)
• Support onboarding and ongoing training initiatives
• Assist with supply ordering and service call workflows
• Troubleshoot supply/service issues and ensure proper documentation
• Identify trends and recommend process improvements

Benefits

• Dental Insurance
• Health Insurance
• Vision Insurance
• PTO
• 401(k)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed