Customer Service Shift Leader

Position Overview:
The Shift Supervisor is crucial in managing the day-to-day operations of the customer support team, coordinating schedules to meet business requirements and optimizing resource use. This role emphasizes maintaining strong customer accessibility while serving as a go-to for agents with questions on processes. We seek a candidate who is detail-oriented, proactive, and driven to support team performance.
Primary Duties:

Coordinate team schedules to ensure coverage aligns with customer needs and operational goals.
Oversee live staffing levels and adjust as needed to sustain high service standards.
Act as a primary support for agents, offering process guidance and answering questions.
Prepare and equip team members to deliver consistently exceptional service.
Monitor daily performance metrics, identifying improvement opportunities to enhance team productivity.
Provide constructive feedback and support to help team members achieve service targets.

Requirements:

Background in customer service or shift management, particularly with experience in scheduling and resource coordination.
Excellent organizational and communication skills, with a strong ability to provide clear instructions and support.
Flexibility to respond to shifting priorities and make real-time operational decisions.
Familiarity with the gambling industry, ideally with insight into the Brazilian market's specific needs.
Fluent in Portuguese, with proficiency in English.

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