Full-Time Shift Lead

Shift Lead

Provide assistance to agents and team leaders within the project. Troubleshoot agents' technical issues before escalating to IT. Coach new employees. Ensure smooth and effective shift operation.

1. Escalate last-minute absences and coverage issues to team leader and Operations Manager.
2. Review and monitor agents' daily performance through reports and tools.
3. Escalate challenging issues and complex questions to the client.
4. Monitor volume changes, adjusting focus and priorities according to client needs.
5. Communicate project information clearly to agents.
6. Assist agents with tasks, provide direction and feedback during shifts.
7. Aid in training and coaching new and existing employees.
8. Help troubleshoot technical issues encountered by agents.
9. Conduct QC shadowing sessions and provide feedback.
10. Foster a positive work environment, promote engagement, resolve conflicts and encourage teamwork.

Requirements

• Excellent English language skills
• Customer support experience
• Strong communication skills
• Proficient in managing internal and external communications (Slack, email, video conferencing)
• Familiarity with video game development cycles (coding, design, asset creation, testing)
• Episode experience (preferred)
• Experience with reporting tools (Google sheets, Lookerstudio, JIRA, Zendesk)

What is the last date for applying to the job?

Which countries are accepted for this remote job?