Team Lead (2nd Shift)

Job description

Founded in 2012, and based out of Fort Knox, Ky NSCG is a full-service Government contracting firm that supports contracts and consulting efforts on a national level. Through the combination of extensive DoD relationships, technical expertise, successful and ongoing contract past performance, creativity, and innovation, NSCG provides a value-based approach to clients and partners. Key Responsibilities: - Monitor daily operations across chat, call, and social channels to ensure performance standards are met. - Demonstrate working knowledge of all contact center platforms and perform across channels as needed to support operations. - Manage team staffing and schedules to maintain adequate coverage and meet operational demands. - Lead, coach, and develop team members through performance feedback, quality assurance, and regular coaching sessions. - Address performance concerns through mentorship, corrective action, and formal evaluations. - Conduct new hire and ongoing training to ensure consistency with processes and procedures. - Review and respond to escalations, ensuring timely resolution and proper documentation. - Communicate effectively with leadership regarding staffing, perfor...