Job Title: Shift Supervisor – Contact Centre

Overview of the Role

We are seeking a highly motivated and experienced Shift Supervisor to oversee daily operations within our dynamic contact centre environment. As a mid-level professional, you will play a pivotal role in ensuring the delivery of exceptional customer service, maintaining operational efficiency, and leading a team of contact centre agents. The ideal candidate will possess strong leadership skills, excellent communication abilities, and a keen eye for process improvement. This role offers an exciting opportunity to contribute to a fast-paced, customer-centric organization committed to excellence and continuous improvement.

Key Responsibilities

• Team Leadership and Supervision: Manage, motivate, and support contact centre agents during assigned shifts to ensure high levels of performance, engagement, and adherence to company policies and procedures.
• Operational Oversight: Monitor daily contact centre operations, including call volume, service levels, and quality metrics, to ensure operational targets are met or exceeded.
• Performance Management: Conduct regular performance evaluations, provide constructive feedback, and implement coaching strategies to enhance individual and team productivity.
• Customer Experience Enhancement: Ensure that customer interactions are handled professionally and efficiently, resolving escalated issues when necessary to maintain high customer satisfaction levels.
• Reporting and Documentation: Prepare and analyze operational reports, track key performance indicators (KPIs), and identify areas for improvement to inform strategic decision-making.
• Compliance and Quality Assurance: Ensure team compliance with company policies, industry regulations, and quality standards through regular monitoring and training.
• Shift Planning and Coordination: Coordinate shift schedules, manage attendance, and ensure adequate staffing levels to meet operational demands.
• Process Improvement: Identify opportunities for process enhancements, implement best practices, and support change management initiatives to optimize contact centre performance.
• Collaboration: Work closely with other departments such as training, quality assurance, and operations to ensure seamless service delivery and continuous improvement.