Jobs Mayotte

Call Center Shift Supervisor (Intern/Trainee)

Job Title	Call Center Shift Supervisor (Intern/Trainee)
Employer	NeuroPeak Labs
Adress: Country	Mayotte
Address: City	Ouangani
Work type	Flexible
Expected Salary	1007 EUR
Posting Date	Tue Jun 10 2025
End Date	Mon Jun 30 2025

Description:

We’re hiring a Call Center Supervisor who knows how to keep a team focused, motivated, and delivering top-tier customer support. You’ll be responsible for overseeing a team of agents, ensuring adherence to performance metrics and customer satisfaction standards. You’ll lead by example — jumping in when needed, staying calm under pressure, and making sure your team feels supported. You’ll be the person they turn to when a call goes sideways, a customer gets emotional, or burnout starts to show — and you’ll be ready. You’ll bring a calm presence, keeping agents focused, confident, and supported through late-night workloads. You’ll manage handoffs between shifts, making sure everything is logged, documented, and ready for the next crew. You’ll support employee onboarding, facilitate training sessions, and ensure all team members are up to date on policies and tools. You’ll jump in on tough calls, lead from the front, and show what calm, focused support really looks like. You’ll balance metrics with people, knowing that keeping morale up at 3 a. You’ll be a voice of reason when emotions are high and a source of energy when the team needs a push.

Basic Qualifications:

• Handle escalated calls or complex cases with professionalism, working to turn customer concerns into solutions while modeling ideal behavior.
• Balance empathy with efficiency—ensuring both employee satisfaction and customer retention are achieved.
• Create and maintain daily, weekly, and monthly reports on agent productivity, absenteeism, and service level compliance.
• Collaborate with QA and training teams to reinforce best practices and update documentation or training modules as needed.
• Assist with onboarding and training of new agents—ensuring they understand product knowledge, tools, tone, and internal systems.

Preferred:

• Wants to grow into roles like Customer Experience Manager, Operations Lead, or Support Director.
• Able to balance daily operations with long-term team development and improvement goals.
• Comfortable creating schedules, managing shifts, and ensuring adequate team coverage.
• Understands how to maintain service-level agreements (SLAs) and handle peak periods efficiently.
• Values empathy, structure, and consistent service in all customer-facing interactions.

Benefits:

• We celebrate call saves, escalations that didn’t escalate, and agents who grow under your wing.
• You’ll coach real people handling real conversations — not just monitor dashboards and enforce quotas.
• Flexible shifts and autonomy to manage schedules, workloads, and live support coverage.
• You’ll make a difference daily — for agents, for customers, and for how support *feels* inside the company.
• We believe in sustainable performance — not burnout, blame, or pressure without support.

You’ll help foster a professional, results-driven environment that balances productivity with staff well-being. You’ll lead by example — demonstrating punctuality, professionalism, and customer-centric behavior every shift. You’ll ensure compliance with procedures even when no one’s watching — because that’s what professionals do. You’ll use data to inform decisions, but rely on intuition and experience when the numbers don’t tell the whole story. You’ll represent your team to leadership — with clear data, honest insights, and solutions, not just problems. You’ll be trusted to lead — not just to manage — and we’ll back you with real responsibility, not babysitting. If you believe great leadership means listening, guiding, and raising the bar every day — we’re ready for you. You’ll be the reason customers feel supported — no matter the hour, no matter the issue. If you believe that great service doesn’t sleep, and neither does great leadership — we’re ready to welcome you to the night shift.