Contact Center Shift Manager

Job Summary

Seeking an experienced Contact Center Shift Manager for a temporary remote position, responsible for leading a team in a high-volume disaster assistance contact center, overseeing daily operations, supporting staff performance, and ensuring callers receive accurate and compassionate assistance.

Key responsibilities:

• Provide dynamic leadership to mentor and develop supervisors and agents, ensuring quality support for hurricane survivors
• Manage performance metrics and operational efficiency, aligning with organizational goals and service level targets
• Oversee daily shift operations, including queue monitoring, staffing adjustments, and issue escalation during hurricane response

Required qualifications:

• Minimum of 7+ years of experience in a Contact Center environment, with at least 3-5 years in a managerial or supervisory role
• Experience with Contact/Call Center Technology and call mapping/routing required
• Proven history in building or re-building teams and improving customer satisfaction
• Strong working knowledge of Microsoft Office, particularly Word and Excel
• Demonstrated proficiency in continuous improvement and operational excellence