Team Lead (2nd Shift)

North South Consulting Group•Elizabethtown, KY

3d•Onsite

About The Position

Founded in 2012, and based out of Fort Knox, Ky NSCG is a full-service Government contracting firm that supports contracts and consulting efforts on a national level. Through the combination of extensive DoD relationships, technical expertise, successful and ongoing contract past performance, creativity, and innovation, NSCG provides a value-based approach to clients and partners.

Requirements

Ability to obtain a Government Common Access Card (CAC).
Minimum of two (2) years of supervisory or team leadership experience.
Strong leadership, communication, and organizational skills.
Proficiency in Microsoft Office 365.
Ability to analyze performance and drive improvements.

Nice To Haves

Experience in a contact center or fast-paced operational environment preferred.
Army recruiting experience preferred.
Veterans receive preferential hiring consideration.

Responsibilities

Monitor daily operations across chat, call, and social channels to ensure performance standards are met.
Demonstrate working knowledge of all contact center platforms and perform across channels as needed to support operations.
Manage team staffing and schedules to maintain adequate coverage and meet operational demands.
Lead, coach, and develop team members through performance feedback, quality assurance, and regular coaching sessions.
Address performance concerns through mentorship, corrective action, and formal evaluations.
Conduct new hire and ongoing training to ensure consistency with processes and procedures.
Review and respond to escalations, ensuring timely resolution and proper documentation.
Communicate effectively with leadership regarding staffing, performance, and operational issues.
Ensure compliance with attendance policies, timekeeping requirements, and company standards.
Maintain accurate records, including timecards, performance documentation, and system updates.
Identify opportunities to improve processes, team performance, and overall efficiency.