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Shift Lead - APAC Team

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Bark

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Location:
India , Bengaluru

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

550000.00 INR / Year
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Job Description:

We are seeking a dynamic, self-motivated, and results-driven Shift Lead for the APAC Region to ensure that our teams deliver on performance expectations and KPIs. The Shift Lead will be responsible for overseeing a group of team members during their respective shifts, ensuring efficient staffing, high service levels, timely response to calls, and maintaining quality standards. The role requires strong leadership, communication, and analytical skills to effectively manage teams, ensure the smooth running of operations, and meet key performance indicators (KPIs). The successful candidate will also work closely with cross-functional teams to drive process improvements and ensure customer satisfaction within the APAC region.

Job Responsibility:

  • Lead and manage the team members during your shift to ensure KPIs are met
  • Monitor, track, and analyze key performance indicators (KPIs) for the team
  • Provide daily, weekly, and monthly performance reports, highlighting trends, challenges, and areas for improvement
  • Ensure adequate staffing levels during shifts to meet business needs, manage schedules effectively, and adjust team resources as necessary to handle call volumes and maintain high service levels
  • Oversee call queues to ensure timely and efficient response to incoming queries
  • Identify skill gaps within the team and provide guidance or training to improve performance
  • Conduct regular 121s for your team, providing constructive feedback and setting goals for improvement
  • Ensure the team adheres to internal quality standards, policies, and procedures
  • Act as the first point of contact for any issues or escalations that arise during your shift
  • Resolve conflicts and problems swiftly and efficiently to maintain a positive work environment and customer satisfaction

Requirements:

  • Strong ability to lead, motivate, and inspire a team of diverse individuals
  • Proven experience in team development, coaching, and performance management
  • Excellent written and verbal communication skills
  • Strong analytical mindset with the ability to identify trends, analyze data, and make informed decisions
  • Demonstrated ability to manage and resolve escalations effectively
  • A focus on customer satisfaction and service excellence
  • Experience in managing customer-facing teams is highly desirable
  • Ability to work in a flexible and fast-changing environment
  • Strong time management skills to juggle multiple tasks effectively
  • Familiarity with Ticketing systems & CRM tools and basic reporting tools (Excel, Google Sheets, etc.)
  • Bachelor's degree in any discipline or equivalent work experience
What we offer:
  • 20% quarterly bonus based on performance
  • 40 days of paid holiday, with extra days added at 3 and 5 years of service
  • Hybrid remote working, plus up to 20 days each year to work from anywhere in the world
  • An annual Learning & Development budget to spend on courses, training, or other resources that support your professional development
  • Access to Oliva, a leading mental health and wellbeing platform, offering personalised support when you need it
  • Insurances - Family Floater Mediclaim, Employee Personal Accident and Employee Term Life

Additional Information:

Job Posted:
January 15, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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