JUNIOR CONTACT CENTER TEAM LEAD

TOGA Technology•Naperville, IL

13d•$19 - $21•Hybrid

About The Position

We are seeking an experienced Junior Contact Center Team Lead to supervise overnight operations and personnel to create maximum efficiency and cost-effectiveness. The ideal candidate for the Junior Contact Center Team Lead is organized, dependable and is a purposeful professional with impeccable time management skills. This role supports dual contact center operations: retail customer support for store associates experiencing procedural or operational difficulties using proprietary IT applications, and MSP (Managed Services Provider) technical support for multiple client environments requiring incident management, escalation coordination, and SLA compliance monitoring. The overnight Team Lead must be adept at managing after-hours and weekend support operations, coordinating with minimal direct supervision, and serving as the primary point of escalation during off-peak hours. They must be familiar with retail standard operating procedures and assist in the training of store associates, as well as oversee MSP service delivery across diverse client environments during critical overnight windows. As our Junior Contact Center Team Lead, you must also have excellent customer service and communication skills. They must set the standard for customer service and ensure all analysts are striving toward improving service and customer support. They should achieve this by developing, implementing, and maintaining effective internal and external Quality Assurance (QA) programs which foster continuous improvement and exceed Service Level Agreement (SLA) performance. They will work closely with internal IT and client technical teams to maximize all call center systems and ensure seamless 24/7 operations.

Requirements

2+ years of contact center or technical support experience
Proven ability to work independently during overnight hours with strong decision-making skills
Excellent written and verbal communication skills for shift handoff documentation
Ability to remain alert and responsive during overnight hours
Flexibility to adjust schedule based on business needs and coverage requirements
Strong problem-solving skills and ability to manage high-pressure situations with limited resources
Experience with MSP ticketing systems (e.g., ConnectWise, Autotask, ServiceNow) and CRM platforms
Understanding of IT service management (ITSM) principles and ITIL framework
Familiarity with remote monitoring and management (RMM) tools and overnight alert protocols
Knowledge of escalation procedures for technical issues beyond Tier 1/2 scope, especially for after-hours emergency response
Ability to interpret technical documentation and communicate technical concepts to non-technical stakeholders
Experience managing overnight operations with minimal direct supervision

Nice To Haves

Team lead, supervisor, or shift lead experience preferred

Responsibilities

Supervise and support overnight contact center staff across both retail and MSP service lines, providing real-time coaching and performance feedback.
Serve as primary overnight escalation point for complex technical and customer service issues that cannot be resolved by frontline analysts.
Addressing and resolving complex issues escalated by call center representatives during overnight hours, coordinating with on-call technical resources as needed.
Determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
Collaborate with IT support staff and client technical teams to minimize operational impact of technical issues, particularly during overnight maintenance windows.
Manage multi-tenant MSP operations including client-specific SLA monitoring, overnight escalation procedures, and performance reporting across multiple service contracts.
Oversee tier 1/tier 2 technical support delivery for MSP clients during overnight hours, including incident management, problem resolution tracking, and knowledge base maintenance.
Coordinate with client IT teams and internal technical resources to resolve complex technical issues requiring escalation beyond contact center scope, particularly for after-hours emergency situations.
Ensure compliance with MSP client-specific procedures, security protocols, and documentation requirements during all overnight operations.
Monitor and report on key MSP metrics including First Call Resolution (FCR), Average Handle Time (AHT), SLA adherence, and CSAT scores across multiple client accounts, with special attention to overnight performance trends.
Maintain up-to-date listings of call center staffing rosters, overnight queue assignments, and escalation contacts to meet all reporting requirements.
Delegate tasks and set deadlines for analysts during overnight shift operations.
Ensure analysts comply with company rules and procedures, including proper documentation of overnight incidents and handoff protocols.
Listen to team members' feedback and resolve any issues or conflicts that arise during the overnight shift.
Maintain and improve call center operations by monitoring system performance during overnight hours; identifying and resolving problems; preparing and completing action plans; coordinating handoffs to day-shift leadership.
Coordinate with Professional Services and Technical Account Managers to ensure seamless handoffs of critical overnight issues and maintain clear client communication.
Prepare daily shift reports summarizing overnight activity, incidents, escalations, and performance metrics for day-shift management review.