Application Deadline: Tuesday, November 17th
Location: Remote
Schedule: Tuesday – Saturday, 3am – 11am EST
Schedule Flexibility: Flexibility to adjust working hours occasionally to cover planned absences or operational gaps is required.
About the Role
We are seeking a dedicated and proactive Shift Lead to support our Travel Support Consultants (TSCs) and daily Land operations. This is an off-phone leadership role focused on providing timely guidance, monitoring queues, reviewing handovers, and ensuring consistent application of our processes.
The Shift Lead will be a first point of contact for frontline staff, helping agents navigate complex situations, clarify next steps, and deliver a consistent customer experience.
Experience: 2+ years in the travel industry. Previous leadership experience of 1+ years is an asset.
Key Responsibilities
TSC Support and Process Guidance
- Provide timely, clear, and actionable guidance to TSCs on customer issues, escalations, and operational questions.
- Review relevant SOPs before providing process guidance and link resources so agents understand where to find answers.
- Support agents in identifying the appropriate next steps, ownership, and escalation path for complex cases.
- Identify recurring questions and process gaps, and recommend updates to SOPs, job aids, or training materials.
- Document and escalate system issues, including their impact on agents and service delivery.
Operational Oversight
- Monitor queue activity, service levels, and staffing coverage, and coordinate with leadership when adjustments are needed.
- Review handovers for accuracy, completeness, appropriate follow-up timing, and clear ownership.
- Support handover allocation and cross-shift communication to maintain continuity.
- Review ServiceNow tickets and provide feedback on documentation, follow-up actions, and process adherence.
- Keep leadership informed of operational concerns, recurring errors, and escalation trends.
Team Development and Department Collaboration
- Provide ongoing support and feedback to new and existing TSCs.
- Complete assigned file reviews and support coaching and quality improvement initiatives.
- Lead huddles and reinforce process updates to help agents apply changes consistently.
- Collaborate with Senior Managers and Travel Support Managers to identify gaps and improve department processes.
- Share frontline feedback with leadership and follow through on agreed actions.
Additional Accountabilities
- Assist the Director and Managers with projects, reporting, and administrative tasks as needed.
- Coordinate departmental updates and maintain supporting resources.
Technical Skills
- Experience with Twilio or similar tools for queue monitoring and call review.
- Proficiency in Microsoft Excel and SharePoint.
- Working knowledge of ServiceNow.
Performance Measures
- Accuracy and consistency of guidance: Advice aligns with current SOPs and provides clear next steps.
- Timeliness of support: Agent questions and operational concerns receive timely attention.
- Operational oversight: Queue risks and coverage concerns are identified and addressed promptly.
- Handover and documentation quality: Reviews support complete, accurate records and clear follow-up ownership.
- Process improvement: Recurring issues are identified and addressed through feedback, training, or resource updates.
Skills and Competencies
- Clear communication and sound judgment.
- Customer service focus.
- Organization and prioritization.
- Problem-solving and conflict resolution.
- Technical proficiency and data analysis.
- Adaptability and cultural awareness.
- Ability to guide and support others.
Please speak to your manager before applying.