Call Center Shift Supervisor - 3rd Shift (Remote)

About the position Responsibilities • Provide direction and execute the call center strategy to achieve optimal shift performance. • Ensure excellent customer service by assisting team leads with process and customer-specific questions. • Communicate process changes across team leads and call center agents. • Collaborate with other call center shift supervisors to ensure consistency across shifts. • Communicate specific work assignments and responsibilities to associates as needed. • Partner with the Quality Assurance team to deliver on KPI metric objectives including quality, efficiency, and attendance scores. • Perform live call monitoring to ensure quality of calls and provide performance feedback. • Responsible for overall succession planning and development of the call center shift assigned. • Assist with the training, coaching, and development of new team leaders and agents. • Review shift KPI reports to monitor shift performance and communicate report summaries to upper management. • Ensure shift is properly staffed by working closely with the reputed company Manager to create schedules. • Monitor daily call volume and historical staffing to determine dynamic staffing considerations. • Ensure legal compliance through strict adherence to policies and procedures. • Be available to reputed company escalation of issues that might arise on shift. Requirements • High school Diploma • 3+ years management experience is preferred. • 3+ years customer service experience in a call center or retail environment is required. • Prior experience in resolving customer complaints and complex customer issues remotely. • Experience administering training and performance management of a team. Nice-to-haves • Bachelors degree in related field • Excellent written and oral communication skills. • Excellent analytical skills. • Excellent customer service skills. • Ability to use call recording and quality assurance software. • Basic computer skills, including Flexnity Office (Excel, Word, PowerPoint, Outlook) & related programs. Apply tot his job Apply To this Job

Back to blog

Other Jobs To Apply

Upto $200K/Year | Inpatient 7-On/7-Off | Dual-Certified PMHNP/FNP | Remote

Lead M&A Delivery

CAD Implementer (REMOTE-US)

Scientific Account Manager - Stem Cell Solutions- REMOTE

Regional Safety Leader - Remote Power & Energy

Sr. Program Manager (Healthcare)

Senior/Lead Software Engineer

Hubspot Marketing Consultant (Remote)- CONTRACT

Remote Sales Administrative Assistant

Remote eBay Expert

Electrical or Mechanical Commissioning Agent (Travel Required/Remote)

Senior Big Data Engineer: Snowflake + dbt (Remote)

Remote Senior Bioinformatics Manager, Genomics & Clinical

Business Process Analyst at General Dynamics: 100% Remote (LA)

Solution Architect – Agentic AI

NetSuite ARM Implementation Consultant - Senior Associate

PMT Engineer - Analytics and Automation

Payments & Product Partnerships Counsel, Americas

Financial Consultant I - Principal Connection

Dist Design Project Coord - Sr

Market Commentary Writer and Social Editor at Wealthfront: 100% Remote (San Francisco, CA, New York City, NY)

Global Total Rewards Lead

Remote Payroll Specialist | Flexible Hours & Growth

Entry-Level Auto Technician: Hands-On Tire & Maintenance

Senior Associate, Risk and Structuring Analytics

Services Project Coordinator

Software Developer/Senior Software Developer

Manager, Professional Services- Streaming Media

Varonis Careers - Technical Account Manager

Manager, Accounts Payable

Monday.com Consultant[remote]

Remote Electrical Engineer — Critical Power Systems

Platform Engineering & Reliability Specialist (Azure)

Remote Patient Scheduling Specialist (Part-Time, 20hrs/wk)

Remote Retirement Inside Sales Specialist

Remote SAP MM Consultant – Entry Level

Client Support Specialist - Greater Philadelphia, PA Area (REMOTE)

Customer Service Specialist I at Aon Plc: 100% Remote (Fort Washington, PA, US)

Services Project Coordinator

Appeals Nurse Consultant (Remote)

Servicing Travel Advisor III - Chase Travel (Remote - Tempe, AZ)

Programmatic Solutions Manager, Uber Advertising

Manager, Flight Maintenance - Traveling

Customer Service / Pizza Maker (01068) 28803 Northwestern Hwy, Southfield, MI

Guidewire Architect - PC/CC/BC

Notary Stamp Order Online | West College Corner, IN

Senior Analyst, Program Cost Controls (Remote)

Sr. Tech Business Developer, Just Walk Out Technology by Amazon - AWS Solutions

Medical Consultant

SENIOR DIGITAL SALES EXECUTIVE (REMOTE/USA) - KSLA (GDM - GRAY MEDIA GROUP)