Customer Service Shift Leader.

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Customer Service Shift Leader

Posted 28 days ago
BrazilDependent on ExperienceJob Reference: 36790

Position Overview:

The Shift Supervisor is crucial in managing the day-to-day operations of the customer support team, coordinating schedules to meet business requirements and optimizing resource use. This role emphasizes maintaining strong customer accessibility while serving as a go-to for agents with questions on processes. We seek a candidate who is detail-oriented, proactive, and driven to support team performance.

Primary Duties:

  • Coordinate team schedules to ensure coverage aligns with customer needs and operational goals.
  • Oversee live staffing levels and adjust as needed to sustain high service standards.
  • Act as a primary support for agents, offering process guidance and answering questions.
  • Prepare and equip team members to deliver consistently exceptional service.
  • Monitor daily performance metrics, identifying improvement opportunities to enhance team productivity.
  • Provide constructive feedback and support to help team members achieve service targets.

Requirements:

  • Background in customer service or shift management, particularly with experience in scheduling and resource coordination.
  • Excellent organizational and communication skills, with a strong ability to provide clear instructions and support.
  • Flexibility to respond to shifting priorities and make real-time operational decisions.
  • Familiarity with the gambling industry, ideally with insight into the Brazilian market’s specific needs.
  • Fluent in Portuguese, with proficiency in English.