Overnight Contact Center Team Lead (MSP & Retail)

Toga Technology; Naperville (IL); Hybrid; USD 26.000 - 29.000; Vollzeit

Benefits dieser Stelle

Health Insurance

Dental Insurance

Vision Insurance

401(k) retirement plan

PTO and Holidays

Lunch provided

Zusammenfassung

TOGA Technology seeks an experienced Junior Contact Center Team Lead to supervise overnight operations for retail and MSP support, ensuring efficient incident management and SLA compliance. This role acts as the primary escalation point during off-peak hours and requires strong communication.

You will train store associates, oversee MSP service delivery, and coordinate with client IT teams to maintain seamless 24/7 operations. Excellent customer service and QA program development are essential.

Qualifikationen

• 2+ years of contact center or technical support experience.
• Team lead, supervisor, or shift lead experience preferred.
• Proven ability to work independently during overnight hours with strong decision-making skills.
• Excellent written and verbal communication skills for shift handoff documentation.
• Ability to remain alert and responsive during overnight hours.
• Flexibility to adjust schedule based on business needs and coverage requirements.
• Strong problem-solving skills and ability to manage high-pressure situations with limited resources.

Aufgaben

• Supervise and support overnight contact center staff across both retail and MSP service lines, providing real-time coaching and performance feedback.
• Serve as primary overnight escalation point for complex technical and customer service issues that cannot be resolved by frontline analysts.
• Addressing and resolving complex issues escalated by call center representatives during overnight hours, coordinating with on-call technical resources as needed.
• Determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
• Collaborate with IT support staff and client technical teams to minimize operational impact of technical issues, particularly during overnight maintenance windows.
• Manage multi-tenant MSP operations including client-specific SLA monitoring, overnight escalation procedures, and performance reporting across multiple service contracts.
• Oversee tier 1/tier 2 technical support delivery for MSP clients during overnight hours, including incident management, problem resolution tracking, and knowledge base maintenance.
• Coordinate with client IT teams and internal technical resources to resolve complex technical issues requiring escalation beyond contact center scope, particularly for after-hours emergency situations.
• Ensure compliance with MSP client-specific procedures, security protocols, and documentation requirements during all overnight operations.
• Monitor and report on key MSP metrics including First Call Resolution (FCR), Average Handle Time (AHT), SLA adherence, and CSAT scores across multiple client accounts, with special attention to overnight performance trends.
• Maintain up-to-date listings of call center staffing rosters, overnight queue assignments, and escalation contacts to meet all reporting requirements.
• Delegate tasks and set deadlines for analysts during overnight shift operations.
• Ensure analysts comply with company rules and procedures, including proper documentation of overnight incidents and handoff protocols.
• Listen to team members’ feedback and resolve any issues or conflicts that arise during the overnight shift.
• Maintain and improve call center operations by monitoring system performance during overnight hours; identifying and resolving problems; preparing and completing action plans; coordinating handoffs to day-shift leadership.
• Coordinate with Professional Services and Technical Account Managers to ensure seamless handoffs of critical overnight issues and maintain clear client communication.
• Prepare daily shift reports summarizing overnight activity, incidents, escalations, and performance metrics for day-shift management review.

Kenntnisse

Overnight shift experience

Team lead

Independent work

Communication skills

Problem-solving

Tools

ConnectWise

Autotask

ServiceNow

Jobbeschreibung

TOGA Technology seeks an experienced Junior Contact Center Team Lead to supervise overnight operations for retail and MSP support, ensuring efficient incident management and SLA compliance. This role acts as the primary escalation point during off-peak hours and requires strong communication.

You will train store associates, oversee MSP service delivery, and coordinate with client IT teams to maintain seamless 24/7 operations. Excellent customer service and QA program development are essential.