Shift Supervisor – Contact Centre

Overview of the Role

The Shift Supervisor in the Contact Centre is a senior-level leadership position responsible for overseeing daily operations, ensuring exceptional customer service delivery, and maintaining operational efficiency during their assigned shift. This role requires a proactive leader with strong interpersonal skills, the ability to manage a team effectively, and a keen focus on meeting performance targets. The Shift Supervisor acts as a key point of contact for frontline staff, providing guidance, support, and escalation management to ensure smooth and effective contact centre operations. This position plays a vital role in fostering a positive work environment, driving team motivation, and implementing best practices to enhance overall customer satisfaction.

Key Responsibilities

• Team Leadership and Management: Supervise, motivate, and support contact centre agents during the assigned shift, ensuring high levels of engagement and performance. Conduct regular team briefings, provide coaching, and facilitate ongoing training to enhance skills and knowledge.
• Operational Oversight: Monitor real-time contact centre activities, including call volume, service levels, and adherence to schedules. Ensure that operational targets are met or exceeded by managing resources effectively.
• Quality Assurance and Customer Satisfaction: Oversee quality assurance processes, review customer interactions, and implement improvements to enhance service quality. Address escalated customer issues promptly and professionally to ensure resolution and customer satisfaction.
• Performance Monitoring and Reporting: Track key performance indicators (KPIs) such as average handling time, first call resolution, and customer satisfaction scores. Prepare and present shift reports, highlighting achievements and areas for improvement.
• Compliance and Policies: Ensure team adherence to company policies, procedures, and regulatory requirements. Promote a culture of compliance and ethical conduct within the team.
• Coordination and Communication: Act as a liaison between frontline staff and management, communicating updates, feedback, and operational changes. Facilitate effective communication within the team to foster collaboration and transparency.
• Continuous Improvement: Identify opportunities for process enhancements and implement best practices to optimize contact centre performance. Support initiatives aimed at improving efficiency and customer experience.