Night Shift CS Lead: Multi-Channel Support & KPIs

Nellis Auction; Nevada (IA); On-site; USD 55,000 - 75,000; Full time

Job summary

Nellis Auction is seeking a Customer Service Shift Supervisor to support the Customer Service Manager in nightly operations across call center, email, and chat channels.

You will help monitor performance, assist with scheduling, and train agents while ensuring service standards and KPI targets are met. This full-time role requires strong leadership and discretion handling sensitive issues.

Qualifications

• High school diploma or equivalent; higher degree preferred.
• 2+ years in customer service with some leadership experience.
• 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.

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.

Skills

Leadership experience

Multi-channel communication

Problem solving

Interpersonal communication

Discretion with sensitive issues

Education

High school diploma or equivalent

Associate or bachelor’s degree preferred

Job description

Nellis Auction is seeking a Customer Service Shift Supervisor to support the Customer Service Manager in nightly operations across call center, email, and chat channels.

You will help monitor performance, assist with scheduling, and train agents while ensuring service standards and KPI targets are met. This full-time role requires strong leadership and discretion handling sensitive issues.