Operations Shift Lead

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.
• Strong 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.