Please note that this is for internal recruiting only. External applications for this role will not be processed.

Role overview

As a Shift Lead, your responsibilities include providing assistance to agents and team leaders within the project, troubleshooting agents' technical issues before escalating to IT, and coaching employees. Your primary goal is to ensure the smooth and effective operation of your shift.

Main Responsibilities:

This is not an exhaustive list of functions, responsibilities may vary dependent on the need of the role and changing business environment. 

• Escalate last-minute absences and coverage issues to the team leader and Operations Manager.
• Review and monitor agents' daily performance through reports and available tools.
• Escalate more challenging issues and complex questions to the client, acting as a liaison between the client and the Keywords team.
• Monitor and respond to volume changes across support sites, adjusting focus and priorities according to client needs.
• Communicate project information clearly to agents, ensuring they have the most up-to-date and relevant information.
• Assist agents with their tasks and provide direction and feedback during shifts.
• Aid in training and coaching new and existing employees.
• Help troubleshoot technical issues encountered by agents.
• Conduct QC shadowing sessions and provide resulting feedback to agents, team leads, and Operations Managers.
• Foster a positive work environment by promoting engagement, resolving conflicts, and encouraging teamwork.

Requirements

You are an ideal candidate for this position if you have:

• Excellent English language skills.
• Strong time and project management skills, including the ability to prioritize tasks effectively.
• Understanding of quality standards (accuracy, correctness, balanced with productivity).
• Leadership expertise demonstrated by the ability to interpret trends, identify critical issues, and propose project improvements.
• Conflict management skills and ability to lead by example.
• Excellent communication skills, both verbal and written-
• Ability to thrive under pressure in a fast-paced environment.
• Demonstrated flexibility and proactivity.

• MEXICO AGENTS ONLY

Privacy Agreement:

By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at https://www.keywordsstudios.com/en/applicant-privacy-notice.