Shift Lead (Support & Operations)

This Shift Lead role in Support and Operations is responsible for ensuring all incoming calls and chats are addressed within agreed SLAs while managing shift-level people and process administration. You will maintain attendance records, leave reports, break schedules, and shift rosters to ensure smooth operational coverage. The role involves performing ad-hoc analyses, supporting SIP (Service Improvement Program) activities, and managing infrastructure as needed during the shift. You will resolve escalations in a timely manner while adhering to process and quality compliance standards, and ensure consistently positive customer satisfaction outcomes. Maintaining and updating the knowledge base with insights from analyses and shift reports is an ongoing responsibility to support team performance.