Customer Relations Shift Lead

**Position Overview**:
The Shift Leader will manage escalations, minimize disruptions, and act as a bridge between operations and other departments, providing feedback and addressing urgent concerns. They will optimize workflows, assign duties to agents, and monitor team productivity to maintain smooth daily operations. By delivering on-the-spot coaching and guidance, the Shift Leader will improve team performance, reduce errors, and directly contribute to enhanced customer satisfaction and retention while ensuring operational targets are met.
**Key Responsibilities**:
- Provide real-time support to agents by assisting with customer complaints and complex cases, including chat takeovers when necessary.
- Assign shift tasks and responsibilities on an ad-hoc basis to ensure operational efficiency.
- Act as a communication hub, relaying crucial information between departments during shifts.
- Manage Help Center banners and ensure accurate, timely updates as needed.
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