Shift Manager

Location: Ortigas, Pasig City

Job Purpose:

The Shift Manager is responsible for overseeing daily call center operations during assigned shifts to ensure optimal performance and service delivery. This role ensures that key performance indicators (KPIs), including service levels, productivity, and quality standards, are consistently met. The Shift Manager leads and supports frontline teams, manages real-time operations, and serves as the primary escalation point for complex customer concerns.

Qualifications:

• Experience: Minimum of 3 to 5 years of experience in an operations leadership/supervisory role, preferably within a BPO environment.
• Leadership Skills: Strong people management, coaching, and decision-making abilities.
• Communication Skills: Excellent verbal and written communication skills, with the ability to handle conflict resolution effectively.
• Analytical Skills:  Ability to interpret data, analyze trends, and make data-driven decisions.
• Organizational Skills: Strong time management and ability to multitask in a fast-paced environment.
• Technical Proficiency:  Familiarity with call center systems, workforce management tools, and reporting platforms.
• Flexibility: Willingness to work in shifting schedules, including weekends and holidays if required.

Key Duties and Responsibilities:

Operational Oversight

• Monitor call queues, volumes, and service levels in real-time.
• Adjust staffing and workflow to maintain operational efficiency and meet KPIs.
• Ensure smooth execution of daily operations during assigned shifts.

Performance Management

• Track and analyze agent performance metrics and KPIs.
• Conduct regular coaching sessions, performance reviews, and feedback discussions.
• Implement action plans to address performance gaps and improve team productivity.

Escalation Management

• Serve as the primary point of escalation for high-level customer concerns.
• Resolve complex issues in a timely and professional manner.
• Ensure customer satisfaction while maintaining company standards and policies.

Shift Planning and Adherence

• Manage shift schedules, staffing requirements, and absenteeism.
• Monitor real-time adherence to schedules, including breaks and attendance.
• Coordinate with workforce management to ensure proper staffing levels.

Reporting and Analysis

• Prepare end-of-shift reports detailing operational performance, key metrics, and issues encountered.
• Identify trends and recommend process improvements.
• Provide updates and insights to senior management.

Team Development

• Mentor, guide, and support team leaders and agents.
• Facilitate onboarding and continuous training for new and existing employees.
• Promote a culture of accountability, teamwork, and high performance.