Skip to Main Content
← Back to Jobs

Microsoft O365 Contact Center Team Lead; Teams Expanding!

Zones nfrastructure Albany, NY
  • Expired: 20 days ago. Applications are no longer accepted.

Position Overview

The Team Lead will oversee a group of agents on their day to day activities including performance, attendance, coaching and mentoring.

Key Responsibilities
The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The Contact Center Team Lead is primarily responsible for:

  • Coaching and Mentoring of 10-12 Agents
  • Ticket Transfers and Escalations to other teams
  • Support with ticket routing
  • Monitoring agent status and ensuring their productivity
  • Time and Attendance tracking
  • Input on Reviews
  • Helping other Team Leads
  • Provide daily metrics to team and coach based upon them
  • Provide specific guidance to those Agents on Performance Improvement Plans


We are seeking candidates with the following experience and skill:


  • 1-2 years of call / contact center experience
  • 1-2 years Team Lead or Supervisor experience
  • Ability to work in a fast-paced environment
  • Ability to manage one’s own work, your team’s work, track ticket flow
  • Passionate about delivering the ultimate customer experience
  • Demonstrated professionalism in resolving customer issues
  • Success at working in a team environment where a customer obsessive culture is paramount
  • Demonstrated problem-solving skills including: identification of issues, obstacles and opportunities and development and implementation of effective solutions
  • Demonstrated ability to think on your feet and take a methodical approach to troubleshooting.
  • Commitment to meet and exceed individual and team KPIs
  • Excellent written and verbal communication skills


  • Two- or Four-Year College Degree in Computer Science, Information Technology, Business Management or similar
  • O365 Technical Experience
  • Experience with legacy Microsoft Office Suites (Outlook, Word, Excel, OneNote, PowerPoint, Visio, OneDrive for Business, etc.)
  • Experience with Microsoft Windows operating system environment

Zones nfrastructure

Company Overview: When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there’s really only one: Zones – First Choice for IT.TM As a rapidly growing global provider of IT solutions, we’ve expanded from Seattle to Sydney and beyond – with reach in over 80 countries around the world. Today’s top brands count on Zones and our world-class partners – Microsoft, Apple, Cisco, Dell, Lenovo, and more – to transform their enterprises. To support this transformation, Zones offers products and services across four Solution Environments: Workplace Modernization, Network Optimization, Data Center Transformation, and Security Fortification. Zones nfrastructure, the Services Company of Zones, is a collaborative team of more than 700 technology architects, engineers, technicians, and specialists that designs, builds, and operates IT solutions. Our focus on insight, execution, and results has helped us become the First Choice for ITTM for many of today’s top brands. At Zones, work is more than a job – it's an exciting career immersed in an inventive, collaborative culture. If you’re interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you!


Albany, NY