Shift Supervisor

As a Shift Supervisor, you'll be the go-to leader during shifts without Operations Supervisors or an Operations Manager on duty. Your mission: keep teams productive, clients satisfied, and operations smooth. At least 6 months of experience as a Team Leader (preferred) Strong accountability and initiative Excellent communication and escalation handling Proactive, solution-oriented mindset Familiarity with multiple client accounts (preferred) Competencies and Skills Proven leadership and coaching skills Attention to detail and strong organizational habits Familiarity with QA, WFM, and productivity tools Client-facing professionalism and presence Analytical thinking and problem-solving skills Ability to motivate and hold team members accountable Confident decision-making and timely escalation Collaboration with cross-functional teams Essential Functions Monitor shift activity and ensure timely clock-ins/outs Prevent loitering, idle time, and unauthorized breaks Verify agent login status, productivity, and correct queue/system usage Conduct regular check-ins with Team Leads (TLs) for coverage assurance Step in for Operations Supervisors when needed to maintain continuity Assist TLs with managing tardiness, call-outs, and long breaks Coordinate emergency coverage for absences or high-volume situations Track and document escalations, shift activities, and resolutions Submit End-of-Shift Reports covering attendance, coverage, escalations, and TL performance Provide real-time coaching, promote SOP adherence, and reinforce best practices What's great in the job? No outbound calls, you get leads and focus on providing value to them You sell management software to directors of SMEs: interesting projects and people Direct coordination with functional consultants for qualification and follow ups Benefits Vacation, Sick, and paid leaves Pre-tax commuter benefits Brand-name product and services discounts Tuesday Dinners, Monthly Lunch Mixers, Monthly Happy Hour, Annual day event Sport activities with colleagues Free Peet's and Philz coffee and pantry snacks Compensation 30% Night Differential Pay Competitive Salary & Benefits, including healthcare, dental, and a retirement plan 25 vacation, sick, and paid leaves combined plus birthday, maternity, and paternity time off Free Food Fridays and overflowing coffee and tea Free in-house professional development classes and educational loan support for working students #J-18808-Ljbffr