Shift Manager

The Shift Manager is trained to handle and manage the overall aspects of a shift, maintain order and discipline and provide general support to agents on duty. This position operates in a team environment.

• Monitor compliance of agents to attendance reporting, notes to be indicated in the System.
  • Any irregularities must be noted in the system.
  • Identify specific element(s) of the pattern (e.g. time frame, type of unexcused absences, tardiness or early departures);
  • Monitor unscheduled leaves and swapping of day offs
  • The record of agents' presence, absence, tardiness and early departure shall be kept in a register of attendance in a manner consistent with company regulations. An absence, tardiness or early departure will be entered along with the reason
  • The required number of agents on the floor must be adhered to.
  • Leave approval must be regulated and must be approved by the Team Leader/Manager.
  • If an agent is absent from work as a result of previously approved leave, Shift managers must make sure that a replacement has been secured for the said shift.
• Issue Incident Report as applicable.
• Monitor compliance of agents with documentary requirements on the filing of leaves
• Perform pre and post briefs in the shift.
• Responsible for checking and ensuring that customer service reps are providing the best customer service as well as keeping the interest of the licensee in mind at all times.
• He/she takes an active part in the ongoing development of a rep as he/she works with the tools developed to monitor a rep's progress, identify strengths, check for areas of improvement and provide the necessary steps to hone skills and overcome weak points.
• Perform daily Quality Assurance and Auditing (Reports included).
• Monitor performance to ensure proper procedures and policies are followed according to the Quality Assurance guidelines.
• Develop and perform Quality Assurance/Quality Control by setting Quality standards for chats, emails and updating it according to the need of the business.
• Investigate customer complaints and non-conformance issues.
• Analyze data to identify areas for improvement in the quality system and plan training in necessary fields in order to prevent re-occurrences of the issues.
• Coaching, directing, training and providing accurate solutions for Customer Support Representatives. (Includes updating of knowledge base with procedures and any changes in work standards based on daily email monitoring results.)
• Willing to be assigned to other duties/tasks as required by operations/management.
  
  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and/or Experience:

• Minimum of two (2) years of college education.
• With at least two (2) years' experience in customer service preferably gained from a call center or any business process outsourcing (BPO) company.
  
  

Language Skills:

• Excellent communication (oral and written), interpersonal, organizational, and presentation skills.
• Ability to read, analyze and interpret general data reports, manuals, technical procedures, etc.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
  
  

Mathematical Skills:

• Ability to apply basic Math concepts.
  
  

Reasoning Ability:

• Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
  
  

Computer Skills:

To perform the job successfully, an individual should have a basic knowledge on:

• Internet navigation and operations.
• Microsoft Office applications.
• Typing proficiency of at least 40-60 words per minute.
• Other programs required by the account / system.