Team Lead

Position Summary 

The Team Lead is responsible for the day-to-day performance of a group of up to 15 agents supporting the the client program. The role covers people management, real-time floor supervision, quality, escalation handling, and client-facing reporting. Team Leads are the first point of escalation for agents and the first point of contact for the client's on-call engineers during the shift. Overnight Team Leads carry the escalation pager for their shift and are authorized to make severity-level decisions without waiting for daytime leadership. 

Key Responsibilities 

People Management 

• Supervise a team of up to 15 CSRs, Monitoring Specialists, or Solar Care Specialists (depending on the staffing option in place). 

• Run daily huddles, weekly 1:1s, and monthly performance reviews with each direct report. 

• Coach agents on call handling, alert-triage accuracy, documentation quality, and SOP adherence. 

• Identify coaching needs and build individualized improvement plans for underperformers. 

• Approve timecards, schedule adherence exceptions, and leave requests per ClearSource HR policy. 

Floor Supervision and Real-Time Operations 

• Monitor real-time queue and alert dashboards throughout the shift. Intervene to protect SLAs before they breach. 

• Handle agent-to-supervisor escalations on live calls and live alerts. 

• Triage ambiguous or high-severity alerts personally when an agent is uncertain. Document the reasoning for calibration. 

• Coordinate with WFM on intraday staffing adjustments, breaks, and shrinkage. 

• Serve as the on-shift escalation contact for the client. Overnight Team Leads carry the escalation pager. 

Quality and Calibration 

• Partner with the Quality Analyst on weekly internal calibration and weekly calibration sessions with the the client operations lead. 

• Review and sign off on QA scores for direct reports. Ensure coaching is delivered within the same week as the score. 

• Surface recurring false positives, knowledge-base gaps, and playbook issues to the Operations Manager and the client. 

Reporting and Client Communication 

• Own the 07:00 client-local daily handoff during overnight shifts. Draft, review, and distribute the structured summary. 

• Participate in the 15-minute live shift-overlap handoff with the opposite shift's Team Lead. 

• Contribute to the weekly performance report and the monthly business review (MBR) with the Operations Manager. 

• Track root-cause analysis and corrective actions for any SLA miss within 48 hours of the miss. 

Surge and Event Management 

• Execute the named weather event protocol, including pre-positioned staffing 24 hours ahead of forecast events. 

• Declare and manage surge staffing for storm fronts, wildfire smoke events, PSPS advisories, and fleet-wide firmware rollouts. 

• Lead the on-shift response during declared disaster recovery or failover events. 

Required Qualifications 

• Minimum 3 years of contact-center experience, with at least 1 year in a supervisory, Team Lead, or Subject Matter Expert role. 

• Prior experience managing a team of 10 or more agents in a voice-based or event-driven operation. 

• Strong spoken and written English suitable for direct client communication with U.S. customers and the client leadership. 

• Working knowledge of Salesforce case management and contact-center telephony (Amazon Connect preferred). 

• Demonstrated comfort with QA rubrics, calibration sessions, and coaching documentation. 

• Ability to work the shift pattern of the team being supervised, including U.S. overnight and U.S. weekend coverage for the Monitoring and Solar Care tracks. 

• Bachelor's degree preferred, or equivalent supervisory experience. 

Preferred Qualifications 

• Prior experience in solar, residential energy, home services, or a similar technical-support vertical. 

• Familiarity with fleet-monitoring or DAS platforms such as Enphase Enlighten, SolarEdge, Locus, or Also Energy. 

• Familiarity with fleet-monitoring or DAS platforms such as Enphase Enlighten, SolarEdge, Locus, or Also Energy. 

• Experience running a NOC, triage desk, or event-driven operation. 

• Exposure to NICE IEX for WFM, and speech analytics for QA. 

• Prior client-facing experience including participation in MBRs, QBRs, or client calibration. 

Core Competencies 

• People leadership. Able to develop, coach, and retain agents in a high-accountability environment. 

• Operational judgment. Comfortable making severity calls on live escalations without waiting for daytime leadership. 

• Client presence. Credible and composed in direct conversations with the client operations leads and on-call engineers. 

• Data literacy. Able to read real-time dashboards, QA trend reports, and WFM data and translate them into action. 

• Organization and follow-through. Manages multiple streams (coaching, reporting, escalation, client requests) without dropping threads. 

Tools and Systems 

• Salesforce (Service Cloud / Lightning) 

• Amazon Connect (Contact Control Panel, real-time dashboards) 

• the client fleet monitoring platform 

• NICE IEX for forecasting, scheduling, and real-time adherence 

• Internal QA platform and speech analytics tooling 

• Teams or Slack (designated handoff channel) and escalation paging tools 

Physical and Environmental Requirements 

• On-site work at ClearSource's Rockwell, Ortigas office. 

• Ability to work the same shift pattern as the supervised team, including U.S. overnight and weekend coverage for Monitoring and Solar Care teams. 

• Availability to carry the escalation pager during overnight and weekend shifts when assigned. 

• Compliance with clean-desk policy. No personal devices, printing, screenshots, or removable media on the production floor. 

• Availability to respond to declared surge events and failover drills with minimal notice.