Shift Supervisor – Contact Centre

Overview of the Role

The Shift Supervisor in the Contact Centre plays a pivotal leadership role in ensuring the delivery of exceptional customer service and operational efficiency during their assigned shift. As a junior-level position, this role offers an excellent opportunity for emerging professionals to develop their supervisory skills within a dynamic and fast-paced environment. The Shift Supervisor is responsible for overseeing daily contact centre operations, managing team performance, and ensuring adherence to company policies and quality standards. This role requires strong leadership, excellent communication skills, and the ability to resolve issues promptly to maintain high levels of customer satisfaction and operational productivity.

Key Responsibilities

• Team Leadership and Supervision: Provide guidance, motivation, and support to contact centre agents during the shift. Monitor team performance, conduct briefings, and foster a positive work environment to enhance team engagement and productivity.
• Operational Management: Oversee daily contact centre operations, ensuring that service levels, response times, and quality standards are consistently met. Coordinate with other departments to resolve escalated issues effectively.
• Performance Monitoring and Reporting: Track key performance indicators (KPIs), analyze team metrics, and prepare reports for management. Identify areas for improvement and implement corrective actions as needed.
• Customer Service Excellence: Ensure that customer interactions are handled professionally and efficiently. Address escalated customer complaints and resolve issues to maintain high customer satisfaction levels.
• Compliance and Quality Assurance: Ensure adherence to company policies, procedures, and regulatory requirements. Conduct quality checks and provide coaching to agents to improve service quality.
• Training and Development: Assist in onboarding new team members and facilitate ongoing training initiatives. Support skill development to enhance team capabilities.
• Shift Planning and Scheduling: Assist in creating and managing shift schedules to ensure adequate coverage and operational efficiency.
• Problem Resolution: Address and resolve operational issues, staffing challenges, or customer concerns promptly to minimize impact on service delivery.