Customer Service Shift Leader

Main Responsibilities：1. Monitor the customer service agent during rotating shifts at call center; 2. Provide business guidance and standard process to the agents; 3. Act as the point of contact and quickly respond to service needs in the shift hour when the urgent case happen; 4. Quickly identify operational or process issues with agent and provide improvement solutions. 5. Actively monitor various operational queues and assign resources to ensure SLA compliance. 6. Coach and feedback team members to improve performance. 7. Collaborate and monitor outsource vendors to drive performance per interval. 8.The task responsibility and allocation is subect to change based on business need. Requirements：1. More than 3 years of customer service experience in the relevent industry. 2. Excellent problem analysis and problem-solving skills, with crisis response, handling, and problem-solving abilities. 3. Good teamwork spirit, excellent team building and management skills. 4. Strong work foresight, excellent service insight, and professional dedication.具备以下优先：-Highlights：This position can fully exercise the manager's ability to refine operations, and more cross departmental collaboration can also enhance the manager's ability to view problems from multiple dimensions. The rapid development stage of the department is full of opportunities and challenges.