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