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.

Shift Lead - Customer Experience