Customer Service Shift Supervisor

Job Summary:

The Customer Service Shift Supervisor will support the Customer Service Manager in overseeing the nightly operations of a multi-channel customer service team, including call center, email, and chat. This role will act as the primary point of contact for team leadership in the manager’s absence, ensuring that service standards are maintained and operations run smoothly.

The Customer Service Shift Supervisor will assist with team performance monitoring, scheduling, and addressing sensitive customer concerns, including credit card processing issues and account-related disputes, with discretion and professionalism. This position will also support the training and development of agents and contribute to maintaining KPIs such as wait time, answer rate, abandon rate, and service level.

Key Responsibilities:

• Team Support: Assist in managing daily operations of the customer service team, ensuring adherence to performance standards and addressing immediate concerns.
• Leadership Coverage: Act as the lead point of contact for the team in the Customer Service Manager’s absence, maintaining consistency in operations and decision-making.
• Performance Monitoring: Help track and report on service KPIs, including wait time, answer rate, abandon rate, and service level, identifying areas for improvement.
• Agent Development: Support the training and onboarding of new agents and provide guidance for ongoing skill development.
• Scheduling Assistance: Assist in creating and maintaining team schedules to ensure adequate coverage across all communication channels.
• Sensitive Issue Resolution: Address private and sensitive customer concerns, such as credit card disputes and account issues, with discretion and professionalism.
• Collaboration: Work closely with the Customer Service Manager and other departments to ensure alignment in customer service initiatives.
• Process Continuity: Ensure that workflows and processes remain consistent during the Customer Service Manager’s absence.

Qualifications / Requirements:

• High school diploma or equivalent required; associate or bachelor’s degree in a related field preferred.
• 2+ years of experience in customer service, with some leadership or supervisory experience preferred.
• Familiarity with call center operations and multi-channel communication platforms.
• Strong problem-solving and organizational skills.
• Excellent interpersonal and communication skills.
• Ability to handle sensitive customer issues with discretion.

Physical Requirements:

• Ability to sit for extended periods while working across multiple computer systems and screens (8 to 12 hour shifts, depending on schedule).
• Sustained visual and auditory attention for reading tickets, monitoring live chat, and handling phone calls simultaneously.
• Manual dexterity and accurate typing speed for high-volume, multi-system data entry.
• Ability to remain composed and mentally reset between consecutive high-stress customer interactions.