Team Lead, Customer Service​/HelpDesk

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.

• 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.

• 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.

• 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.

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 guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

The physical requirements described in "Knowledge,

Skills and Abilities

" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

$23.90 - $29.23