CX Shift Manager

We are seeking a dedicated and proactive Customer Experience (CX) Shift Manager to oversee daily operations and ensure exceptional service delivery during assigned shifts. The ideal candidate will have strong leadership skills, a passion for customer service, and the ability to motivate a team to create positive customer interactions.

Responsibilities:

• Manage daily operations, including staffing, scheduling, and adherence to policies and procedures.
• Supervise and coordinate the activities of customer service representatives during shifts, ensuring high levels of performance and engagement.
• Ensure that customer inquiries and issues are handled effectively and efficiently, promoting a culture of outstanding service.
• Track and analyze key performance metrics, providing feedback and coaching to team members to improve service quality.
• Assist in onboarding and training new staff, ensuring they are equipped with the necessary skills and knowledge.
• Address escalated customer complaints and operational challenges promptly and effectively.
• Work closely with other departments to ensure seamless service delivery and communication.

Requirements:

• Degree in Business Administration, IT or related field.
• 5+ years of experience in customer service.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and a customer-focused mindset.
• Proficiency in customer service software and ERP systems.