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The world's leading private security organization, G4S, has an immediate job opportunity for a Shift Lead. As a Shift Lead, you will be responsible for mentoring, motivating, coaching and leading a team of Support Professionals, ensuring customer satisfaction; maintaining best practices and performing quality control. The position requires an energetic, results oriented professional to lead a group of dedicated agents providing user support. As a Shift Lead you are responsible for supporting and the staff with a focus on consistent delivery of an exceptional customer experience.
G4S is a security provider for the United States government, fortune 500 companies, nuclear power plants, oil and gas companies, airport, ports, banks, hospitals, factories, warehouses, commercial facilities, residential communities and much more.
G4S offers job security, excellent pay and benefits, and career opportunities. We offer entry level careers, management careers, sales careers and executive careers across the United States and internationally.
Specific Duties and Essential Functions
Supervisor a team of 6-10. Support professionals
Create and maintain break/lunch schedules for assigned shift
Manages the scheduling for unplanned and planned PTO
Manage escalations and required reporting for the shift
Evaluate monthly performance of agents against target metrics and provide individual coaching based on performance data.
Escalation and tracking of on-going installation or connectivity issues for the purpose of meeting bank and customer driven service levels
Assist with phone coverage during peak intervals
Communicates overall and individual improvement opportunities to the management team
Works with fellow team leads to facilitate smooth transitions and maintain operational standards
Enforce CSC and overall company policies
Ensures a positive work environment, continuous learning and a high quality employment experience for the team
The Ideal Candidate:
Education, Licenses and Certifications Required
Type and Length of Specific Experience Required
Minimum of 2 years of business experience in call center or like environment
Minimum of 1 year of demonstrated leadership experience. Must have experience managing a stressful and ever changing environment
Proficient computer skills including Microsoft Office
Effective oral and written communication skills
Active listening skills
Ability to assess and evaluate situations effectively
Ability to identify critical issues quickly and accurately
Attention to detail
Must be at least 18 years old or the minimum age required by the state, if higher
Must be a U.S. citizen or a foreign citizen authorized to legally work in the United States
Must submit to a pre-employment drug test
Must be able to provide, upon job offer, a DD214 discharge document with discharge status indicated, if prior military
Physical Requirements and Environment
Environment: Office; minimal to no exposure to extreme temperatures is expected
Major activity: Working on PC and using telephone/radio while sitting
Physical efforts to carry out job duties: Limited, to include some standing, bending, and limited stretching and reaching.
About the Company:
EOE Minority/Female/Disabled/Veteran/Sexual Orientation/Gender Identity
G4S is an Equal Opportunity/Affirmative Action Employer
and an Alcohol- and Drug-Free Workplace
If you have any questions regarding Equal Employment Opportunity, Affirmative Action or Diversity and Inclusion, or have difficulty using the online system and require an alternate method to apply, please contact our Corporate Human Resources Department at (800) 506-6265.
To receive an update on your application status, please contact our local office by following this link: http://g4s.us/en/Contact-Us/Local-Offices
G4S Security Solutions USA