Team Lead II - Day

ASM Research • San Antonio, TX

2d

About The Position

The Team Lead II - Day provides frontline leadership for a team of contact
center agents handling moderately complex inquiries across enterprise customer
service channels. This role balances hands-on call handling with real-time floor
management, ensuring coverage, adherence, and service levels for daytime
operations. The Team Lead monitors individual and team performance metrics,
delivering coaching that improves call quality, first-contact resolution, and
customer satisfaction while acting as an escalation point for complex customer
issues in mission-critical environments.

Requirements

• High school diploma or GED; some college coursework or Associate's degree preferred.
• 3–5 years of contact center experience, including demonstrated performance excellence and prior lead or mentoring responsibilities.
• Proven ability to maintain call center operations by entering and verifying information, updating contact logs, and managing customer interactions across multiple channels.
• Strong communication and interpersonal skills with the ability to coach representatives and improve quality results through feedback and performance management.
• Ability to manage agents and ensure appropriate training and development, with a focus on enhancing organizational reputation through ownership of service quality.
• Ability to obtain and maintain Public Trust background investigation and U.S. citizenship as required.

Nice To Haves

• Experience using enterprise contact center platforms and performance dashboards to manage intraday operations.
• Prior experience as a top-performing senior agent or subject matter expert in a high-volume contact center environment.
• Familiarity with government customer service standards and compliance requirements.

Responsibilities

• Oversee daily work allocation, queue monitoring, and intraday adjustments to maintain service levels and adherence for a designated agent group supporting federal customer service operations.
• Provide side-by-side and remote coaching on call-handling techniques, system usage, and adherence to quality standards and scripts, reinforcing professional service behaviors.
• Review dashboards and reports including average handle time, occupancy, abandon rates, and quality scores to identify performance gaps and guide corrective actions.
• Serve as first-level escalation contact for complex or dissatisfied customers, modeling effective de-escalation and resolution techniques to ensure positive customer outcomes.
• Coordinate with workforce management and quality teams to balance staffing, training time, and coaching schedules without compromising operational coverage.
• Document and communicate operational issues, recurring defects, and customer pain points to help refine processes, knowledge articles, and training content.
• Support new-hire onboarding and nesting by providing floor support and answering procedural or system questions during the transition from training to production.

What This Job Offers

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