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Shift Lead at Gear Inc

Vientiane Capital, Vientiane Prefecture, Laos -

Full Time

Start Date

Immediate

Expiry Date

26 Sep, 26

Salary

0.0

Posted On

28 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Interpersonal Communication, Multitasking, Problem Solving, Call Center Operations, KPI Management, Workforce Management, Employee Coaching, Conflict Resolution, Scheduling

Industry

Outsourcing and Offshoring Consulting

Description

Introduction A Shift Lead is vital in ensuring that operations run smoothly, performance metrics are met, customer satisfaction is maintained, and that agents are well-supported in their tasks. Key skills and experience High school diploma or equivalent (Bachelor's degree in a relevant field is a plus); Experience in a contact center or customer service environment; Excellent communication and interpersonal skills; Detail-oriented with the ability to multitask in a fast-paced environment; Problem-solving skills and the ability to remain calm under pressure; Basic understanding of call center operations, metrics, and key performance indicators; Ability to work flexible hours and shifts as needed; Knowledge of workforce management principles is a plus. Responsibility Providing excellent customer service and addressing customer complaints promptly and effectively; Scheduling employee work shifts and handles time-off requests; Training and coaching new employees and resolving conflicts among team members; Assigning duties to agents during their shifts; Inspecting equipment and reporting repair or replacement needs to management.

Responsibilities

The Shift Lead is responsible for overseeing daily contact center operations, managing agent schedules, and ensuring high customer satisfaction. They also handle the training and coaching of new employees while resolving internal team conflicts.