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.