Shift Lead
Shift Lead
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Job Description
Introduction
A Shift Lead is vital in ensuring that operations run smoothly performance metrics are met customer satisfaction is maintained and that agents are wellsupported in their tasks.
Key skills and experience
High school diploma or equivalent (Bachelors degree in a relevant field is a plus);
Experience in a contact center or customer service environment;
Excellent communication and interpersonal skills;
Detailoriented with the ability to multitask in a fastpaced environment;
Problemsolving 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 timeoff 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.
Employment Type
Full Time
