Contact Center Team Lead — Coaching & Performance

DMI (Digital Management, Inc.); Sharonville (OH); On-site; USD 158,825 - 166,110; Full time

Job summary

DMI (Digital Management, Inc.) is seeking a Contact Center Supervisor to lead a team of about 12 agents in Sharonville, OH. You will coach, monitor performance, manage attendance, and drive service levels to meet customer expectations.

You’ll conduct regular one-on-one meetings, evaluate performance, and collaborate with the Contact Center Manager on development and retention initiatives. The role requires strong leadership and a customer‑centered approach in a fast‑paced environment.

Qualifications

• High School Diploma or equivalent required; Associate’s or Bachelor’s degree preferred.
• Minimum 2–3 years in a Contact Center, Service Desk, Managed Services, or customer support environment.
• Minimum 1–2 years of leadership, supervisory, or team lead experience.
• Experience coaching employees and managing performance metrics.
• Experience in Managed Mobility Services or technical support environments preferred.

Responsibilities

• Lead and develop approximately 12 Contact Center Agents.
• Conduct regular one‑on‑one meetings focusing on performance and development.
• Complete evaluations and set measurable goals for individuals and the team.
• Oversee daily operations to ensure service levels, productivity, quality, and customer satisfaction.
• Monitor queues and balance workloads to maintain efficiency.
• Manage attendance and staffing coverage; support forecasting and planning.

Skills

Leadership

Coaching

Performance metrics

Team development

Attendance management

Staffing

Customer service orientation

Analytical skills

Communication

Education

High School Diploma

Associate or Bachelor’s degree preferred

Tools

Microsoft Office

Contact center reporting tools

Workforce management

Job description

DMI (Digital Management, Inc.) is seeking a Contact Center Supervisor to lead a team of about 12 agents in Sharonville, OH. You will coach, monitor performance, manage attendance, and drive service levels to meet customer expectations.

You’ll conduct regular one-on-one meetings, evaluate performance, and collaborate with the Contact Center Manager on development and retention initiatives. The role requires strong leadership and a customer‑centered approach in a fast‑paced environment.