Shift Lead - Customer Experience

Roles And Responsibilities – Shift Leads The Shift Lead is responsible for supervising and guiding a team of customer service agents during a specific shift. They ensure operational efficiency, adherence to service standards, and delivery of high-quality customer support while acting as the primary point of escalation for the team.

Key Responsibilities

• Team Management & Supervision

• Lead and manage a team of Customer Service Representatives, ensuring all performance metrics (FRT, AHT, CSAT/NPS, Quality, Schedule Adherence) targets are consistently met.

• Supervise and guide agents to achieve performance targets and service level agreements (SLAs).

• Monitor agent attendance, adherence to schedules, and productivity during the shift.

• Provide real-time coaching, guidance, and feedback to agents to enhance performance.

• Assist in onboarding and training new team members as required.

• Facilitate the smooth transition of new agents by actively supporting their event handling, ensuring they quickly grasp comprehensive process knowledge.

• A Shift Lead must always be present on the floor during the shift.

• Maintain floor decorum and foster a professional work environment.

• Operational Oversight & Floor Support

• Ensure smooth execution of daily operations, including queue monitoring, call/event assignments in coordination with ENS, and workload distribution.

• Oversee Reach and Talk desk platforms, managing queues efficiently.

• Monitor real-time metrics such as call volume, wait times, abandoned calls, and service levels to maintain operational efficiency.

• For resolutions provided during the call, the Agent retains primary ownership. The Shift Lead is designated as the secondary responsible party for validating the resolution and ensuring proper process adherence.

• Proactively Logging in to assist all LOBs during high call volume.

• Ensure breaks are punched in by associates on Talk desk.

• Shift Leads must maintain a shift-end tracker capturing all delay reasons, including half-day instances and any reasons leading to excess AUX usage.

• Send the shift-end report to @GCC-ERS-ENS using the format in the attached tracker.

• Customer Service Excellence

• Ensure agents deliver high-quality customer interactions aligned with company policies and customer expectations.

• Handle complex or escalated customer issues as needed.

• Ensure 100% accuracy in documentation of regular agent audits, call dispositions, and customer interaction records while enforcing strict adherence to client-specific standards.

• Follow up on detractor cases and send appropriate communication to the concerned associate.

• Assist with escalation calls and emails, ensuring prompt resolution.

• Reporting & Documentation

• Generate shift reports, including key performance indicators (KPIs), service levels, and agent performance, for management review.

• Track and document operational incidents, escalations, and resolutions.

• Monitor the ERS Admin email distribution list and ensure timely action.

• Queue & Notification Management

• Actively monitor queues and notifications to ensure timely responses and prevent delays.

• Communicate critical alerts and updates to relevant stakeholders promptly.

• Coaching & Development

• Conduct coaching sessions for BQ associates when directed by Team Leads.

• Deliver real-time feedback to associates to drive performance improvement.

• Collaboration & Communication

• Serve as a bridge between management and agents to communicate updates, policies, and operational changes.

• Collaborate with Team Leads, workforce management, quality, and coaching teams to ensure smooth operations across all shifts.

• Continuous Improvement

• Identify opportunities for process improvement, enhanced agent efficiency, or better customer service outcomes.

• Provide suggestions to management for operational or workflow enhancements.

• Foster a culture of learning, collaboration, and continuous improvement within the team.