Team Lead (Customer Support)

TL;DR

Team Lead (Contact Center): Managing daily operations across chat, call, and social channels with an accent on performance standards and team development. Focus on coaching team members, resolving complex escalations, and ensuring strict compliance with government standards.

Location: Based out of Fort Knox, Ky; Ability to obtain a Government Common Access Card (CAC) is required

Company

Full-service Government contracting firm providing value-based consulting and technical expertise on a national level.

What you will do

• Monitor daily operations across chat, call, and social channels to ensure performance standards.
• Manage team staffing and schedules to maintain adequate coverage.
• Lead and develop team members through performance feedback and quality assurance coaching.
• Review and resolve escalations with proper documentation.
• Conduct new hire and ongoing training to ensure process consistency.
• Maintain accurate records including timecards and performance evaluations.

Requirements

• Ability to obtain a Government Common Access Card (CAC).
• Minimum of two years of supervisory or team leadership experience.
• Proficiency in Microsoft Office 365.
• Experience in a contact center or fast-paced operational environment.
• Strong leadership, communication, and organizational skills.

Nice to have

• Army recruiting experience.
• Veteran status (receive preferential hiring consideration).