Role Summary

Shift Supervisors are responsible for real-time execution during their assigned shift, ensuring service levels are met and issues are escalated correctly.

Primary Responsibilities

• Supervise NCOS Specialists during assigned shift


• Monitor live queues, alerts, and dashboards


• Validate escalations and route appropriately


• Provide coaching and quality feedback


• Document incidents and shift handoffs


• Ensure SOP compliance at all times

Key Metrics

• Shift SLA performance


• Escalation accuracy


• Quality assurance scores


• Incident documentation completeness