Team Lead I - Day

Position Overview 

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. 

 

Key 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. 

 

Required Qualifications 

• 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. 

 

Preferred Qualifications 

• 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. 

Qualifications

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general