Shift Lead - Service Operations

Position Summary:

Shift Lead – Service Operations is responsible for providing operational oversight and leadership during assigned shifts to ensure the facilitation center operates efficiently, consistently, and in alignment with organizational goals. This role includes day-to-day monitoring as well as high-impact outcomes by focusing on proactive planning, data-driven decision-making, and cross-functional coordination to maintain high-quality customer support and achieving key performance indicators. In addition, the Shift Lead plays a key role in developing agent capabilities by providing coaching, guidance, and performance insights that drive individual and team growth. Through effective communication, documentation, and issue resolution, the Shift Lead helps maintain a positive, accountable, and collaborative environment while ensuring a seamless flow of information across shifts and stakeholder groups.

Key Responsibilities:

• Provide operational oversight and guidance for facilitation center operations during assigned shifts, ensuring a smooth and efficient workflow.
• Utilize real-time and historical performance data to anticipate operational demands and adjust resources strategically.
• Monitor call queues, service levels, and agent availability, intervening when required to drive performance outcomes.
• Analyze shift performance metrics to drive improvements in customer experience and operational efficiency.
• Ensure standards for call logging, documentation, and workflow compliance are consistently met.
• Oversee shift schedules and staffing plans, collaborating with Workforce Management to maintain optimal coverage.
• Validate agent attendance and ensure contingency plans are executed for staffing gaps or high-demand periods.
• Provide recommendations on staffing strategies and resource optimization for future shifts.
• Act as the point of escalation for customer complaints, or shift-impacting issues.
• Guide resolution of operational bottlenecks and support teams in meeting SLAs and performance expectations.
• Ensure adherence to company policies, confidentiality standards, and compliance guidelines.
• Maintain accurate documentation of shift performance, notable incidents, trends, and improvement insights.
• Provide coaching and performance feedback to agents and junior shift leads to strengthen skills and service delivery.
• Reinforce training content, support onboarding activities, and contribute to continuous learning culture.
• Foster a positive, accountable, and collaborative team environment.
• Recommend enhancements to processes, tools, and workflows to improve service efficiency and team productivity.

Knowledge, Skills, and Qualifications:

• Bachelor’s degree in Science. Preference will be given to pharmacy, biological sciences, nutrition, or related discipline.
• 4–6 years of experience in a contact center environment, including 1–2 years of supervising a front-line team. Healthcare-related contact center experience is strongly preferred.
• Hands‑on proficiency with IVR, Chatbots, CRM, and telephony. Should be fully proficient with call agent assessment scorecards and evaluation tools.
• Proficient with wallboards, KPI dashboards, variance analysis, making interval decisions, balancing service level vs. handle time vs. quality.
• Ability to guide, support, and motivate agents to improve performance and meet service targets.
• Accurate documentation of shift activities, logs, incidents, and performance observations.
• Ability to remain calm under pressure and adjust to fast-paced or rapidly changing operational needs.
• People leadership: coaching culture, de‑escalation, resilience, positive floor tone.