Customer Support Shift Manager

The Shift Manager is responsible for the professional and personal management of support team members, focusing on the development and performance of customer service agents. This role ensures the delivery of high-quality, efficient support to customers, couriers, and warehouse teams. The Shift Manager serves as a key point of contact for escalations, agent training, and operational excellence, working closely with the Team Lead to meet department goals.

Key Responsibilities:

1. Lead the support team to consistently achieve department KPIs (quality and productivity) and SLA targets.

2. Ensure professional, high-quality service is provided to customers, couriers, and warehouse personnel.

3. Monitor daily SLA compliance, contact volumes, and category distribution to identify anomalies and potential issues.

4. Drive the professional development of both new and existing agents.

5. Deliver ongoing training through group sessions and one-on-one coaching.

6. Serve as the primary escalation point for agent inquiries and complex customer issues, including “manager calls”.

7. Analyze and reduce repeat contacts by providing feedback and coaching to agents.

8. Conduct regular quality assurance reviews and provide actionable feedback to support agents.

9. Develop and implement training tools, progress assessments, and evaluation checklists for new agents.

10. Proactively identify and address operational or team concerns.

11. Escalate critical issues and raise “red flags” as needed.

12. Support the Team Lead and Manager in executing daily operational tasks.

13. Participate in special projects and perform additional duties as assigned.

14. Prepare and manage shift schedules to ensure proper team coverage.

Qualifications & Requirements:

• Minimum 1 year of experience in a customer support role.

• Strong problem-solving abilities with the capacity to identify issues, determine root causes, and implement solutions.

• Excellent verbal and written communication skills.

• Demonstrated ability to maintain professionalism, confidentiality, and a customer-focused approach.

• Proven coaching and mentoring skills.

• Exceptional attention to detail and accuracy.

• Team-oriented mindset with strong collaboration skills.

• Effective time management and prioritization abilities.

• Strong organizational skills and the ability to manage multiple tasks in a dynamic environment.