Overnight Contact Center Lead — Remote & Escalation

Agilant Solutions, Inc.; Naperville (IL); Hybrid; USD 26,000 - 29,000; Full time

Benefits offered by this job

Health, Dental, and Vision Insurance

401(k) retirement plan

Life Insurance

PTO and Holidays

Friday lunch provided

Job summary

Agilant Solutions, Inc. is seeking a Junior Contact Center Team Lead to supervise overnight operations for retail and MSP services. You will coach staff, manage escalations, and ensure 24/7 service delivery with minimal supervision.

The role requires strong customer service skills, excellent communication, and the ability to support after-hours workflows and weekend coverage as needed.

Qualifications

• 2+ years of contact center or technical support experience.
• Team lead, supervisor, or shift lead experience preferred.
• Excellent written and verbal communication for shift handoff documentation.

Responsibilities

• Supervise overnight contact center staff across retail and MSP services.
• Serve as primary overnight escalation point for complex issues.
• Coordinate with on-call technical resources during overnight hours.
• Assess performance, capacity planning, and cost/benefit analyses.
• Ensure MSP SLA monitoring and reporting across multiple contracts.
• Prepare daily shift reports for day-shift management.

Skills

Overnight shift experience

Customer service

Team coaching

Tools

ConnectWise

Autotask

ServiceNow

Job description

Agilant Solutions, Inc. is seeking a Junior Contact Center Team Lead to supervise overnight operations for retail and MSP services. You will coach staff, manage escalations, and ensure 24/7 service delivery with minimal supervision.

The role requires strong customer service skills, excellent communication, and the ability to support after-hours workflows and weekend coverage as needed.