Team Lead I - Night

ASM Research • San Antonio, TX

5h

About The Position

The Team Lead I - Night provides night-shift leadership for a contact center
team supporting mission-critical customer interactions across enterprise
channels. This role oversees after-hours operations where staffing is leaner,
balancing real-time queue management, escalation handling, and direct call
support. The Team Lead ensures agents adhere to procedures, quality standards,
and security protocols when supervisory support and back-office functions may be
limited, acting as the primary escalation point during the night shift and
preparing comprehensive hand-off updates to daytime leadership.

Requirements

• High school diploma or GED; some college coursework or Associate's degree preferred.
• 4–7 years of contact center experience including significant exposure to evening or overnight operations, with demonstrated leadership or subject matter expertise.
• Proven ability to answer inquiries, resolve problems, fulfill requests, and maintain call center databases while working independently during low-supervision periods.
• Strong capability to handle subject matter expert inquiries, assist in training, and participate in quality assurance activities with minimal oversight.
• Experience updating job knowledge through educational opportunities and knowledge management, with ability to develop reporting as required.
• Ability to obtain and maintain Public Trust background investigation and U.S. citizenship as required.

Nice To Haves

• Prior leadership experience in a 24x7 contact center or other continuous-operations setting.
• Familiarity with incident management practices and on-call coordination procedures.
• Experience working in government or highly regulated customer service environments with strict security protocols.

Responsibilities

• Manage night-shift staffing, intraday adjustments, and break scheduling to maintain service levels with limited resources while ensuring adequate coverage across all customer service channels.
• Monitor real-time dashboards to track queue health, adherence, and service levels, intervening quickly to address volume spikes, system outages, or staffing shortages.
• Provide on-the-spot coaching and guidance on complex calls, documentation standards, and security procedures specific to after-hours support operations.
• Serve as primary escalation point for urgent or high-risk issues, coordinating with on-call leaders or support teams in mission-critical environments to ensure timely resolution.
• Ensure accurate and complete shift documentation including incident logs, trend summaries, and hand-off notes to daytime leadership that capture critical overnight events.
• Reinforce adherence to scripts, quality standards, and regulatory requirements even when workload or staffing pressure is high during overnight operations.
• Support cross-training and knowledge sharing to increase night-shift flexibility across call types and systems, building team resilience.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED