Shift Lead - Weekend Team Job at Bark (Bengaluru)

Job Description

Lead Bark’s Weekend Team! Part-time Shift Lead needed (1:30 PM - 3:30 AM IST). Drive KPIs & mentor talent. Great L&D + wellness perks.

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

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
Ability to clearly convey information, give feedback, and engage with stakeholders at all levels
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

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 - Employee Personal Accident