Support Center Lead

Role Purpose

The Senior Support Center Lead is the second-in-charge (2IC) for our omni-channel contact center, providing day-to-day operational leadership across voice, email, and chat. The role ensures service levels are achieved, teams are coached to high performance, incidents are coordinated effectively, and leadership reporting delivers actionable insights. You will directly manage Team Leaders and senior shift leads, act as site lead in the Manager’s absence, and partner closely with WFM/QA, IT, and senior business stakeholders.

Reporting and Structure

• Reports to: Contact Center Manager and senior stakeholders
• Functional scope: Omni-channel customer service, Reporting and light technical support (voice/email/chat)

Required Qualifications and Experience

• 6–8 years’ experience in contact centers with 2–3 years leading teams (managing Team Leaders and/or senior shift leads).
• Demonstrated success as a second-in-charge (2IC) or equivalent site leadership capacity.
• Proven expertise in leadership reporting and analytics:
• Advanced Excel (pivot tables, complex formulas, Power Query, and building/maintaining macros using VBA).
• (Optional) Power BI (data modeling, DAX, report design, and refresh scheduling).
• Strong command of omni-channel operations across voice, email, and chat with light technical support workflows.
• Hands-on experience with:
• Genesys (ACD/routing, reporting).
• Maximo and/or Salesforce (case/asset/ticket management).
• WFM and QA suites (intraday, adherence, forecasting, calibrations).
• Track record improving KPIs such as SLA, AHT, ASA, adherence, CSAT/NPS, FCR, and backlog/aging.
• Excellent stakeholder communication, incident coordination, and decision-making under time pressure.