Night Shift Team Leader
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Job Summary
Leading a remote team in a full-time capacity, the Night Shift Team Leader will oversee service delivery, manage escalations, and ensure high standards of customer service within the 24/7 Assistance team, working from 20:00 to 08:00 on a 5 on, 5 off rotation.
Key Responsibilities
- Lead, coach, and support a team of Case Managers to deliver excellent service
- Monitor call performance and team productivity while ensuring compliance with policies
- Manage escalated cases and maintain high standards of professionalism in customer interactions
Required Qualifications
- Proven experience in a Team Leader or senior Case Manager role (3+ years preferred)
- Strong leadership and people management capabilities
- Ability to perform under pressure in a fast-paced environment
- Excellent organizational skills and attention to detail
- Commercial awareness with a customer-first mindset
Complete Job Description
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