Shift Manager  

The Shift Supervisor is trained to handle and manage the overall aspects of a shift, maintain order and discipline and provide general support to agents on duty. This position operates in a team environment.

Shift Manager Responsibilities

• Handle the entire shift on a given specific schedule/targets and queues monitoring (both incoming and outgoing calls, chats, and tickets).
• Responsible for notifying concerned personnel on problems related to internet, servers and/or clients.
• In-charge of reporting infractions or violations incurred by employees.
• Responsible for the generation and preparation of real-time reports pertaining to the shift’s performance and goal execution, and any other reports deemed necessary or part of his/her productivity performance.
• Responsible for conducting all shift briefings or review prior to shift attendance (If there’s no TL).
• In-charge of providing technical knowledge support, assistance or training of agents/employees during the shift.
• Provides management support to the Team Leader in all the shifts assigned to him/her.
• Acts as a supervisor to the team; handles escalated problems and all other difficult tasks encountered as a predicament to the team’s productivity.
• Responsible for the escalation of problem areas that only the Department Head can address.
• In-charge of the internal and external communication of the team/shift.
• Cooperate with the Team in the completion of tasks assigned by the immediate superior, and/or Department Manager and Licensee (subject to management approval). These tasks may be assigned on a regular basis or as the management sees reasonable and necessary at any given time, and may fall outside the “standard” tasks and procedures of the agent, team, or department.
• The Shift manager is expected to provide continuous feedback, suggestions, and opinions for the improvement of the Team in a professional manner. The shift manager is expected to work according to the procedures and an assignment set by the immediate superior and/or Department Manager, and is expected to complete assigned tasks in the time period allotted for completion by the immediate superior and/or Department Manager. This employee is also expected to constructively communicate with the team, immediate superior and/or Department Manager, be it verbally, via email, or other forms of correspondences, and reply in a prompt and professional manner to any queries, questions, concerns, posed by the immediate superior and/or Department Manager

Education and/or Experience :

• Minimum of two (2) years of college education.
• With at least two (2) years experience in customer service preferably gained from a call center or any business process outsourcing (BPO) company. Language Skills :
• Excellent communication (oral and written), interpersonal, organizational, and presentation skills.
• Ability to read, analyze and interpret general data reports, manuals, technical procedures, etc.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of Supervisors, clients, customers, and the general public. Mathematical Skills :
• Ability to apply basic math concepts. Reasoning Ability :
• Ability to define problems collects data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables. Computer Skills :
• To perform the job successfully, an individual should have a basic knowledge on:
• Internet navigation and operations.
• Microsoft Office applications.
• Typing proficiency of at least 40-60 words per minute.
• Other programs required by the account / system.