Contact Center Team Lead

DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, efcient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com

DMI, LLC is seeking a Contact Center Team Lead to join our Managed Services Team. The Contact Center Team Lead plays a critical frontline leadership role, directly overseeing Tier 1 and Tier 2 support agents. The Team Lead ensures daily operational excellence, performance management, and coaching to meet and exceed service standards. This position acts as the bridge between agents and management, ensuring alignment with company goals, SLAs, and customer satisfaction targets while enabling the manager to focus on broader operational strategy and development.

Duties and Responsibilities:

Team Supervision & Coaching:

Provide daily direction, coaching, and support to Tier 1 and Tier 2 agents.
• Serve as the first point of contact for agent escalations, questions, and procedural clarifications.
• Actively monitor call and ticket queues to ensure timely handling and adherence to SLA and KPI targets.
• Conduct side-by-side coaching, QA audits, and feedback sessions to drive agent development and performance improvement.
• Participate in the onboarding and mentoring of new employees and act as a mentor for Emerging Leaders Program participants.

Operational Excellence:

• Monitor and adjust workloads to ensure appropriate queue management and resource utilization.
• Lead daily huddles to review priorities, share updates, and foster team engagement.
• Track, document, and address attendance issues including call-offs, tardiness, and adherence to schedules.
• Conduct daily passdowns and provide detailed daily reports to the Contact Center Manager summarizing key performance indicators (KPIs), attendance, and operational updates.

Performance & Quality Management:

• Audit tickets and customer interactions regularly to ensure adherence to policies, procedures, and quality standards.
• Identify coaching opportunities and deliver constructive feedback to agents.
• Partner with the manager to create and maintain process documentation, knowledge base articles, and SOPs.

Customer Service & Escalation Management:

• Ensure high levels of customer satisfaction by managing escalated contacts and ensuring effective resolution.
• Promote a customer-centric culture within the team and advocate for customer needs in process improvements.

Continuous Improvement & Reporting:

• Identify and propose improvements to processes, workflows, and knowledge management.
• Lead team initiatives such as monthly recognition programs, spotlight awards, and collecting 'Top 5 Team Suggestions'.
• Collaborate with the manager on monthly performance recaps, including metrics analysis, key achievements, challenges, and action plans.

Compliance & System Access Management:

• Oversee monthly system access reviews, ensuring agents have appropriate access and escalate missing or incorrect access needs.
• Ensure adherence to ITIL best practices and internal service delivery standards.

Education and Years of Experience:

• 2+ years experience in a lead or supervisory role in a contact center, help desk, or managed services environment.

Required and Desired Skills/Certifications:

• Strong understanding of ITIL processes, SLA management, and service management principles.
• Exceptional interpersonal, coaching, and conflict resolution skills.
• Proficiency in reporting tools, CRM platforms, ticketing systems (ServiceNow preferred), and workforce management tools.
• Ability to handle high-pressure situations with professionalism and urgency.
• Proven ability to influence, motivate, and drive team performance in a fast-paced environment.

Key Competencies:

• Team leadership & mentorship
• Performance management & quality assurance
• Strong communication & collaboration skills
• Analytical, problem-solving, and decision-making abilities
• Customer-focused service excellence mindset
• Process adherence & continuous improvement

Additional Requirements: Successful completion of a Fingerprint background investigation.

Min Citizenship Status Required: Must be a U.S. Citizen

Physical Requirements: No Physical requirement needed for this position.

Location: Cincinnati, OH

#LI-EK1

DMI is a diverse, prosperous, and rewarding place to work. Being part of the DMI family means we care about your wellbeing. As such, we offer a variety of perks and benefits that help meet various interests and needs, while still having the opportunity to work directly with a number of our award-winning, Fortune 1000 clients. The following categories make up your DMI wellbeing:

• Convenience/Concierge - Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel, and many other items to provide convenience.
• Development - Annual performance management, continuing education, and tuition assistance, internal job opportunities along with career enrichment and advancement to help each employee with their professional and personal development.
• Financial - Generous 401k matches both pre-tax and post-tax (ROTH) contributions along with financial wellness education, EAP, Life Insurance and Disability help provide financial stability for each DMI employee.
• Recognition - Great achievements do not go unnoticed by DMI through Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgment, employee referral bonuses.
• Wellness - Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, and several other wellness options.

Employees are valued for their talents and contributions. We all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company.

***************** No Agencies Please *****************

Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.