Shift Lead, Partner Service

About the role

You will oversee daily operations for the Partner Service department during your scheduled hours. This role focuses on maintaining service standards, guiding staff, and ensuring that performance targets are met consistently.

Key facts

What you'll do

• Direct operational flow during your shift to maintain service quality.
• Oversee queue status, backlog volume, and adherence to service level agreements.
• Distribute tasks and manage resources according to current demand.
• Coordinate the transition of responsibilities between incoming and outgoing shifts.
• Respond immediately to technical issues or sudden increases in order volume.
• Supervise service agents, offering live feedback and instruction.
• Track staff attendance and ensure everyone follows their assigned schedule.
• Lead team briefings to share operational news and updates.
• Assist in the training and integration of new team members.
• Analyze hourly productivity and key metrics like AHT, CSAT, SLA, QA, and occupancy.
• Address performance issues by implementing necessary improvements.
• Create reports summarizing shift activity and daily outcomes.

Requirements

• Ability to manage team performance and operational metrics in a fast-paced environment.
• Proficiency in monitoring service levels and resource allocation.
• Experience in supervising staff and providing direct coaching.
• Capability to handle service disruptions and volume fluctuations.
• Strong communication skills for conducting team huddles and reporting.

Skills & tools

• Operational management
• Team supervision
• KPI tracking (AHT, CSAT, SLA, QA)
• Resource forecasting
• Performance coaching