TOGA Technology is seeking a Junior Contact Center Team Lead to supervise overnight operations for both retail customer support and MSP technical support. Location: Naperville, Illinois, United States. The role will manage after-hours and weekend coverage, coordinate with on-call technical resources, and ensure incident management, escalation, and SLA compliance across multiple client environments. The position requires excellent customer service and communication skills, and involves training store associates as well as overseeing MSP service delivery during critical overnight windows. The overnight team lead will act as the primary escalation point during off-peak hours, collaborate with internal IT and client technical teams, and develop, implement, and maintain QA programs to foster continuous improvement and exceed SLA performance. Responsibilities include supervising overnight staff across retail and MSP lines, providing real-time coaching, conducting performance reviews, and ensuring proper documentation and handoffs. The role also involves monitoring MSP metrics (First Call Resolution, Average Handle Time, SLA adherence, CSAT), maintaining rosters, and preparing daily shift reports for day-shift management. Qualifications include 2+ years of contact center or technical support experience, prior team lead or supervisor experience, strong decision-making and written/verbal communication skills, the ability to work independently during overnight hours, and flexibility to cover scheduling needs. Compensation includes $19-21 per hour, health, dental, and vision insurance

TOGA Technology is seeking a Junior Contact Center Team Lead to supervise overnight operations for both retail customer support and MSP technical support. Location: Naperville, Illinois, United States. The role will manage after-hours and weekend coverage, coordinate with on-call technical resources, and ensure incident management, escalation, and SLA compliance across multiple client environments. The position requires excellent customer service and communication skills, and involves training store associates as well as overseeing MSP service delivery during critical overnight windows. The overnight team lead will act as the primary escalation point during off-peak hours, collaborate with internal IT and client technical teams, and develop, implement, and maintain QA programs to foster continuous improvement and exceed SLA performance. Responsibilities include supervising overnight staff across retail and MSP lines, providing real-time coaching, conducting performance reviews, and ensuring proper documentation and handoffs. The role also involves monitoring MSP metrics (First Call Resolution, Average Handle Time, SLA adherence, CSAT), maintaining rosters, and preparing daily shift reports for day-shift management. Qualifications include 2+ years of contact center or technical support experience, prior team lead or supervisor experience, strong decision-making and written/verbal communication skills, the ability to work independently during overnight hours, and flexibility to cover scheduling needs. Compensation includes $19-21 per hour, health, dental, and vision insurance