Role Overview

The Operations Shift Lead is responsible for supervising frontline support teams, driving smooth shift operations, optimizing queue performance, and ensuring consistent delivery of high-quality services while maintaining compliance with established processes and standards.

Key Responsibilities

- Oversee the daily operations and activities of L1 and L1.5 support teams.
- Ensure adequate shift staffing, workload distribution, and effective queue management.
- Manage initial-level escalations and support teams in balancing priorities and workloads.
- Provide coaching, guidance, and mentorship to enhance team performance and skill development.
- Ensure compliance with defined processes, procedures, and service delivery expectations.
- Collaborate effectively with Operations, Knowledge Management, and Quality teams to improve support outcomes.

Key Qualifications

- 10–14 years of experience in IT support, service desk, or technical operations environments.
- Proven experience managing or leading frontline support teams.
- Solid knowledge of ticket management systems, support workflows,



and operational processes.
- Excellent leadership, coaching, and people management capabilities.
- Experience with contact center operations and CCaaS platforms is an added advantage.

Preferred Qualifications

- Hands-on experience supporting 24x7 operations or shift-based service models.
- Understanding of key service metrics such as SLA compliance, backlog management, First Call Resolution (FCR), Mean Time to Resolve (MTTR), Customer Satisfaction (CSAT), and ticket reopen rates.
- Ability to work closely with quality, knowledge management, and operations stakeholders to drive continuous improvement.

Shift Schedule

The role requires flexibility to work in a rotational shift-based support model. Available shift timings are:

- Shift 1: 6:00 AM – 3:00 PM IST
- Shift 2: 2:00 PM – 11:00 PM IST
- Shift 3: 10:00 PM – 7:00 AM IST

Candidates should be comfortable working across different shifts to support 24x7 operational coverage.

📌 Operations Shift Lead (Tamil Nadu)
🏢 Saaki Argus And Averil Consulting
📍 Tamil Nadu