Shift Lead, Partner Service

• Manage and supervise a team of 710 agents on a daily basis.
• Prepare and maintain team rosters shift schedules and manpower planning.
• Monitor and manage agent attendance leaves overtime (OT) and adherence.
• Track and maintain team KPIs productivity and salary-related inputs accurately.
• Share daily performance reports and operational updates with the TL/Manager.
• Ensure the team consistently achieves operational targets such as:
  • QA (Quality Assurance)
  • SLA (Service Level Agreement)
  • AHT (Average Handling Time)
  • CSAT and other performance metrics
• Conduct regular performance monitoring and provide coaching and feedback to agents.
• Identify performance gaps and implement action plans for improvement.
• Escalate any operational risks policy violations customer issues or team concerns to the TL/Manager immediately.
• Maintain proper coordination with cross-functional teams when required.
• Support new joiners during onboarding nesting and operational transition.
• Maintain discipline professionalism and positive team morale within the team.
• Handle multiple operational tasks efficiently in a fast-paced environment.
• Ensure compliance with company policies SOPs and operational guidelines.

Qualifications :

• Strong leadership and people management skills.
• Good communication and reporting skills.
• Ability to multitask and work under pressure.
• Strong analytical and problem-solving ability.
• Smart proactive and detail-oriented mindset.
• Excellent teamwork and collaboration skills.
• Proficiency in spreadsheets/reporting tools is preferred.
• Ability to identify risks quickly and escalate appropriately.
• Experience in customer service or operations management is preferred.

Remote Work :

No

Employment Type :

Part-time