Team Lead I - Day
About The Position
The Team Lead I - Day leads a team of experienced contact center agents handling complex customer inquiries and escalations during daytime operations. This role balances advanced case handling with oversight of service levels, quality, and adherence for a mission-critical support environment. The Team Lead provides regular coaching and feedback using performance data and call monitoring to drive continuous improvement in customer experience and compliance, acting as a subject matter expert on procedures, systems, and policies while collaborating with operations, training, and quality teams.
Requirements
- High school diploma or GED; some college coursework or Associate's degree preferred.
- 4–7 years of contact center experience with prior leadership or subject matter expert responsibilities demonstrating advanced competency in customer service operations.
- Proven ability to answer inquiries, resolve problems, fulfill requests, and maintain call center databases while providing expert guidance to team members.
- Strong capability to handle subject matter expert inquiries, assist in training new hires, and participate in quality assurance activities.
- Experience developing appropriate reporting requirements and maintaining documentation that supports operational excellence and compliance.
- Ability to obtain and maintain Public Trust background investigation and U.S. citizenship as required.
Nice To Haves
- Experience leading teams in a 24x7 or multi-shift contact center environment.
- Familiarity with structured quality programs and calibration practices used to ensure consistent evaluation standards.
- Background in government or highly regulated customer service operations.
Responsibilities
- Manage daily team performance including real-time monitoring of queues, schedule adherence, and service level attainment to ensure operational targets are consistently met.
- Conduct call monitoring and quality reviews to provide targeted feedback on complex call types, de-escalation techniques, and policy adherence.
- Serve as on-floor subject matter expert, assisting agents with research, system navigation, and resolution of unusual or sensitive cases requiring advanced knowledge.
- Aggregate and analyze performance metrics to identify individual and team coaching needs, then execute focused development plans to improve service delivery.
- Partner with training and quality teams to validate new procedures, knowledge articles, and change communications before rollout to the production floor.
- Coordinate with other team leads and supervisors to balance workload, support cross-training initiatives, and ensure consistent application of policies across teams.
- Support root-cause analysis of recurring customer issues and contribute to action plans that improve first-contact resolution and reduce repeat contacts.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
