Team Lead - Swing Shift

Position Overview

The Team Lead I - Swing provides swing-shift leadership for a contact center team supporting mission-critical customer interactions across enterprise channels. This role oversees after-hours operations where staffing is leaner, balancing real-time queue management, escalation handling, and direct call support. The Team Lead ensures agents adhere to procedures, quality standards, and security protocols when supervisory support and back-office functions may be limited, acting as the primary escalation point during the night shift and preparing comprehensive hand-off updates to daytime leadership.

Work hours are 1P-10P Tues-Sat

• Manage night-shift staffing, intraday adjustments, and break scheduling to maintain service levels with limited resources while ensuring adequate coverage across all customer service channels.

• Monitor real-time dashboards to track queue health, adherence, and service levels, intervening quickly to address volume spikes, system outages, or staffing shortages.

• Provide on-the-spot coaching and guidance on complex calls, documentation standards, and security procedures specific to after-hours support operations.

• Serve as primary escalation point for urgent or high-risk issues, coordinating with on-call leaders or support teams in mission-critical environments to ensure timely resolution.

• Ensure accurate and complete shift documentation including incident logs, trend summaries, and hand-off notes to daytime leadership that capture critical overnight events.

• Reinforce adherence to scripts, quality standards, and regulatory requirements even when workload or staffing pressure is high during overnight operations.

• Support cross-training and knowledge sharing to increase night-shift flexibility across call types and systems, building team resilience.

• High school diploma or GED; some college coursework or Associate's degree preferred.

• 4–7 years of contact center experience including significant exposure to evening or overnight operations, with demonstrated leadership or subject matter expertise.

• Proven ability to answer inquiries, resolve problems, fulfill requests, and maintain call center databases while working independently during low-supervision periods.

• Strong capability to handle subject matter expert inquiries, assist in training, and participate in quality assurance activities with minimal oversight.

• Experience updating job knowledge through educational opportunities and knowledge management, with ability to develop reporting as required.

• Ability to obtain and maintain Public Trust background investigation and U.S. citizenship as required.

• Prior leadership experience in a 24x7 contact center or other continuous-operations setting.

• Familiarity with incident management practices and on-call coordination procedures.

• Experience working in government or highly regulated customer service environments with strict security protocols.

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.

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…