TGI Office Automation
Job Details
Job Location : Brooklyn, NY 11231
Salary Range : $60,000.00 - $67,000.00 Salary
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.
Website: https://www.tgioa.com/
Summary 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.
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Salary Range : $60,000.00 - $67,000.00 Salary
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.
Website: https://www.tgioa.com/
Summary 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.
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