Shift Manager

Shift Manager

Responsibilities:
• Lead operational performance for a larger team or multiple queues.
• Analyze performance trends and address recurring operational gaps.
• Support training and onboarding for new hires.
• Coordinate with support functions (WFM, QA, Training) to meet targets.
• Handles moderately complex operational issues requiring cross-team collaboration.
• Balances competing priorities such as volume spikes, service levels, and staffing constraints.
• Adapts processes to meet short-term changes in client or business requirements.
• Guided by policies, SLAs, and historical performance data.
• Uses independent judgment for common operational issues.
• Escalates only high-risk or business-critical matters to the manager level.
• Oversees 60-80 agents or 4-6 supervisors.
• Leads team calibration meetings, targeted coaching programs, and performance reviews.
• Multiple queues or processes under their scope.