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.