Customer Support Shift Lead - Remote

Overview

As a Shift Lead, you will be responsible for the smooth and effective operations during your shift, troubleshooting technical issues, offering assistance and coaching to new team members, and bridging the gap between agents and Team Leads.

In Short

• Oversee agents' daily performance and provide effective feedback.
• Support training and coaching for team members.
• Serve as a liaison between clients and the Keywords team.
• Conduct ongoing audits on macros and knowledge base materials.
• Adapt priorities based on project queue volume changes.
• Excellent English skills required.
• Ability to work under pressure in a fast-paced environment.
• Flexibility and proactivity are essential.
• Knowledge of advanced functionalities of CRM tools is an asset.
• Leading by example and conflict management skills are important.

Requirements

• Leadership expertise and ability to interpret trends.
• Excellent communication skills.
• Ability to read analytics and metric data.
• Advanced knowledge of Excel/Google Spreadsheet is a plus.
• Ability to manage time and projects effectively.

Benefits

• Equal Opportunities Policy in the workplace.
• Supportive work environment.