Customer service Shift Supervisor (Temporary position - Maternity leave replacement)

As a Shift Manager, you’ll be at the heart of our customer support operations, leading a team of support agents to deliver exceptional service to our customers, couriers, and warehouse teams. You’ll be responsible for managing daily performance, guiding team development, and ensuring operational excellence.

Success in this role means leading by example, empowering agents to grow, maintaining high service standards, and proactively addressing challenges. Reporting to the Team Lead, you’ll collaborate closely with management to continuously improve our service quality and efficiency.

Responsibilities:

• Lead the team to achieve departmental KPIs (both quality and quantity) and meet SLA targets.
• Support the professional development of both new and existing agents.
• Deliver ongoing training sessions, both in groups and one-on-one.
• Reduce repeat contacts by providing feedback and coaching to agents, helping to minimize escalations.
• Perform routine quality checks for support agents and deliver constructive feedback.
• Create tools, assessments, and evaluation checklists to measure the progress of new agents.
• Proactively address any concerns or operational issues.
• Raise red flags when necessary to highlight urgent matters.
• Assist the Manager and Team Lead with daily tasks.
• Carry out related duties and participate in special projects as assigned by the Manager or Team Lead.
• Prepare and manage the shift schedule.

Qualifications:

• Minimum 1 year of experience in a customer support environment
• Strong leadership and interpersonal skills
• Proven ability to identify problems, take initiative, and follow through effectively
• Excellent verbal and written communication skills
• Experience in coaching or mentoring team members
• Strong attention to detail and ability to maintain high levels of accuracy
• Ability to prioritize tasks and manage time effectively in a dynamic environment
• Team-oriented with strong organizational and collaboration skills