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Shift Lead - Weekend 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:

345000.00 INR / Year
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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.

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
  • 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
What we offer:
  • 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

Additional Information:

Job Posted:
January 15, 2026

Employment Type:
Parttime
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