Migration Team Lead

?? Migration Team Lead

?? 100% In-Office | Early Morning Schedule

?? Lead with Purpose. Deliver White-Glove Service. Drive Results.

We’re looking for a Migration Team Lead who thrives in fast-paced environments, loves developing people, and knows how to balance exceptional customer experience with operational excellence .

In this role, you’ll lead a team of White Glove Customer Support Specialists , ensuring they are prepared, confident, and consistently delivering best-in-class service during critical client migrations. You’ll be the steady hand guiding daily operations, performance management, quality assurance, and client readiness.

If you enjoy coaching teams, solving problems, and leading through change—this role was built for you.

?? What You’ll Be Doing

?? Team Leadership & Coaching

• Lead, motivate, and support a team of customer support specialists

• Foster a positive, accountable, and performance-driven team culture

• Provide ongoing coaching, feedback, and development to help team members succeed

?? Performance & Quality Management

• Monitor KPIs, SLAs, and service quality across calls, emails, and case work

• Conduct call and activity monitoring to ensure professionalism, accuracy, and compliance

• Partner with team members to address gaps and continuously improve performance

?? Workforce & Scheduling

• Create and manage schedules to ensure proper coverage during peak support hours

• Balance workload, staffing needs, and service demands in a dynamic environment

?? Training & Development

• Support onboarding and training for new hires

• Identify skill gaps and assist with developing training materials and learning plans

• Reinforce best practices and service standards across the team

?? Data, Reporting & Continuous Improvement

• Analyze operational data such as call volume, response times, and customer satisfaction

• Use insights to improve workflows, mitigate risks, and enhance service delivery

• Prepare reports and presentations to share updates with leadership

?? Risk, Compliance & Escalations

• Ensure compliance with internal policies, industry regulations, and data security standards

• Handle escalated customer or employee issues with professionalism and sound judgment

• Proactively identify risks and implement mitigation strategies

?? What We’re Looking For

? Required Qualifications

• 3–5+ years of experience in customer service, call center, or supervisory roles

• Proven experience leading teams in high-volume, client-facing environments

• Strong understanding of quality assurance, performance management, and coaching

• Comfortable working with data, metrics, and reporting tools

• High school diploma or equivalent

?? Key Skills & Traits

• Confident, clear communicator (written & verbal)

• Natural leader who motivates and supports teams

• Strong problem-solver with a risk-aware mindset

• Highly organized with excellent time-management skills

• Able to present updates clearly using PowerPoint or similar tools

? Schedule Details

• Start times between 3:00 AM – 7:00 AM EST (based on business needs)

• Training schedule begins between 5:00 AM – 9:00 AM EST

• Flexibility is essential due to regional workload demands

? Why This Role Stands Out

• Lead a mission-critical team during high-impact client migrations

• Play a key role in shaping service quality and team success

• Work in a structured, professional environment that values leadership and accountability

• Opportunity to grow with a stable organization supporting major enterprise clients