Overview

We are seeking an experienced and dynamic Contact Center Shift Manager to lead and oversee the day-to-day operations of our contact center during assigned shifts. The ideal candidate will be a proactive leader with a strong background in contact center management, excellent communication skills, and the ability to motivate and guide a team to deliver exceptional customer service.

Responsibilities:
  • Provide leadership and guidance to a team of customer service representatives and support staff
  • Accept and transfer the shift, raise the issues and incomplete/ unfinished work, take necessary steps to implement
  • Distribute tasks to be performed during the shift, with the hourly distribution of employees' work schedules
  • Motivate and inspire team members to achieve performance targets and maintain a positive work environment
  • Regular monitoring of service chats and calls; constant information about the current situation; systemization and escalation of existing problematic situations
  • Identify existing problems in customer service process, submit suggestions for improvement
  • Continuous development of professional skills, knowledge; participation in organized trainings; creation and constant updating of knowledge base
  • Promote teamwork and cooperation; make the best efforts to carry out the functions
  • Constantly support customer service specialist(s), replace them if necessary and perform their functions
  • Prepare daily, weekly, monthly reports; present analyses and recommendations
  • Collaborate with other departments to address operational issues and improve overall performance
  • Perform other functions assigned by the immediate Team Lead
Required Qualifications:
  • Bachelor's degree in business management, Communication, or a related field (or equivalent work experience)
  • Proven experience in contact center management, with a focus on leadership and operational excellence
  • Strong communication and interpersonal skills
  • Fluency in Armenian and English languages
  • Advanced computer user
  • Good knowledge of MS Office package
  • Reporting and analytical skills
  • Ability to prioritize and multitask
  • Hardworking, initiative, and flexible personality
  • High sense of responsibility
  • Ability to deal with and handle stressful situations
  • Motivated to take on challenges and learn new skills
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