Shift Lead for Operational Excellence

Shape your career in team leadership as a Shift Lead at Keywords. Oversee agents, manage troubleshooting, and promote a positive work environment during scheduled shifts.
This full-time, in-office role involves assisting agents while ensuring smooth project operations. Key competencies include coaching, managing technical issues, and monitoring team performance. You will act as a liaison between clients and the project team, continually facilitating effective communication and making necessary adjustments based on client needs.
Key Responsibilities:
• Escalate absences and coverage gaps to management
• Monitor agents' daily performance utilizing reports
• Act as a liaison for complex client queries
• Adjust focus according to support volume changes
• Communicate essential project information effectively
Requirements:
• Proficient in English with strong communication skills
• Minimum 1 year of T&S experience
• Demonstrated leadership and conflict managem...