Roles And Responsibilities – Shift Leads

The Shift Lead is responsible for supervising and guiding a team of customer service agents during a specific shift. They ensure operational efficiency, adherence to service standards, and delivery of high-quality customer support while acting as the primary point of escalation for the team.

Key Responsibilities

Team Management & Supervision
Lead and manage a team of Customer Service Representatives, ensuring all performance metrics (FRT, AHT, CSAT/NPS, Quality, Schedule Adherence) targets are consistently met.
Supervise and guide agents to achieve performance targets and service level agreements (SLAs).
Monitor agent attendance, adherence to schedules, and productivity during the shift.
Provide real-time coaching, guidance, and feedback to agents to enhance performance.
Assist in onboarding and training new team members as required.
Facilitate the smooth transition of current agents by actively supporting their event handling, ensuring they quickly grasp comprehensive process knowledge.




A Shift Lead must always be present on the floor during the shift.
Maintain floor decorum and foster a professional work workplace.
Operational Oversight & Floor Support
Ensure smooth execution of daily operations, including queue monitoring, call/event assignments in coordination with ENS, and workload distribution.
Oversee Reach and Talk desk platforms, managing queues efficiently.
Monitor real-time metrics such as call volume, wait times, abandoned calls, and service levels to maintain operational efficiency.
For resolutions provided during the call, the Agent retains primary ownership. The Shift Lead is designated as the secondary responsible party for validating the resolution and ensuring proper process adherence.
Proactively Logging in to assist all LOBs during high call volume.
Ensure breaks are punched in by associates on Talk desk.
Shift Leads must maintain a shift-end tracker capturing all delay reasons, including half-day instanc

📌 Shift Lead (India)
🏢 Bridgestone Americas
📍 India