Shift Lead

Introduction

A Shift Lead is vital in ensuring that operations run smoothly, performance metrics are met, customer satisfaction is maintained, and that agents are well-supported in their tasks.

Key skills and experience

• High school diploma or equivalent (Bachelor's degree in a relevant field is a plus);

• Experience in a contact center or customer service environment;

• Excellent communication and interpersonal skills;

• Detail-oriented with the ability to multitask in a fast-paced environment;

• Problem-solving skills and the ability to remain calm under pressure;

• Basic understanding of call center operations, metrics, and key performance indicators;

• Ability to work flexible hours and shifts as needed;

• Knowledge of workforce management principles is a plus.

Responsibility

• Providing excellent customer service and addressing customer complaints promptly and effectively;
• Scheduling employee work shifts and handles time-off requests;
• Training and coaching new employees and resolving conflicts among team members;
• Assigning duties to agents during their shifts;
• Inspecting equipment and reporting repair or replacement needs to management.