Job Description

Job Location Brooklyn, NY 11231 Salary Range $60,000.00 - $67,000.00 Salary

Job Title: Contact Center Team Lead

Department: Customer Care

Reports To: Customer Care Manager

The TGI Story

A second-generation family-owned business for over 62 years, TGI Office Automation is a comprehensive office technology provider offering scalable solutions for many of today’s complex business issues. TGI offers unparalleled, innovative technology from a variety of industry-leading partners.

TGI’s Mission Statement: Office automation empowers your business. By improving bottom-line profitability through smart, strategic solutions, we help our customers reduce costs and maintain a competitive position.

https://www.tgioa.com/

The Contact Center Team Lead supports the Customer Care Manager in overseeing daily contact center operations while providing frontline leadership to agents. This role plays a key part in quality assurance, coaching, training, and operational support, with preferred experience handling supply orders and service calls. The Team Lead acts as a bridge between agents and management, ensuring consistent service delivery, adherence to standards, and continuous performance improvement.

Responsibilities:

• Support Manager with daily operations, staffing coverage, and escalations
• Provide real-time agent support and lead by example
• Conduct QA reviews (calls, emails, tickets) and deliver feedback
• Coach agents to improve KPIs (CSAT, SLA, AHT, Quality)
• Support onboarding and ongoing training initiatives
• Assist with supply ordering and service call workflows
• Troubleshoot supply/service issues and ensure proper documentation
• Identify trends and recommend process improvements

Required Qualifications:

• 3+ years contact center/customer service experience
• Prior Team Lead, Senior Agent, QA, or (onsite & Virtual) Training experience
• knowledge of contact center metrics
• Excellent communication and organizational skills

Preferred

Qualifications:

• Experience with supplies and service calls
• CRM/contact center platform experience e.g. Five9 or similar software
• High-volume, Fast paced, SLA-driven environment
• College degree

Skills:

• Leadership
• Manager support
• Quality focus
• Coaching
• Problem solving
• Customer-Centric

Job Type: Full-time

Pay: $60,000 - $67,000

Benefits: Dental Insurance, Health Insurance, Vision Insurance, PTO, and 401(k)

Schedule: Monday to Friday

Work Location: In-person: Brooklyn, NY (120 3rd St, Brooklyn, NY 11231 (free limited employee parking)

EEO Statement

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.

Qualifications