Shift Managers

Job Overview:

The Shift Manager is responsible in making sure the team adheres to company policies, resolving customer or client complaints, leading the team, and organizing team schedule.

Responsibilities:

  • Handles client escalation and resolving issues that team leaders are not authorized to handle on their own
  • Acts as role model for all employees by continuously exhibiting high level of service and attention to detail in all tasks
  • Supervises team leaders and provides additional training and coaching needed to ensure everyone is performing their job effectively and efficiently
  • Optimizes profits of the company by controlling costs
  • Spearheads new process improvement initiatives
  • Clearly communicates expectations to the team and stakeholders
  • Monitors SLAs and provides resolutions to low performing KPIs
  • Makes business or operational decisions based on available facts, constraints, and probable consequences to profitability targets
  • Plans the resources through manpower planning and hardware and software allocation

Qualifications:

  • Preferably Supervisor / with 2 year(s) supervisory experience in a contact center field or equivalent position
  • Candidate must possess at least a Bachelor College Degree, any field
  • Good knowledge of relevant computer programs (e.g., CRM software) and telephony
  • Excellent command of the English language
  • Excellent communication and interpersonal skills
  • Cool-tempered and able to handle rejection
  • Outstanding negotiation skills with the ability to resolve issues and address complaints
  • Amenable to work on shifting schedules, during holidays, and extended hours, if needed

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