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Customer Support Center Shift Lead

Expired Job

G4S Security Solutions USA Burlington , MA 01803

Posted 3 months ago


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.

Role Responsibility:

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

  • Must possess a high school diploma or equivalent

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

Skills Required

  • 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:

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Customer Support Center Shift Lead

Expired Job

G4S Security Solutions USA