What are the responsibilities and job description for the Migration Team Lead position at SVS Group?
?? 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