Shift Manager

Anserve, Inc.

. Oversee daily answering service operations during an assigned shift .

Posted 10/5/2026full-timeButler • New Jersey • United StatesMid-LevelSenior💰 $18 - $20 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership and team management skills while ensuring efficient daily operations and high service standards. Proficient in performance management, coaching, and fostering a positive customer experience.

Highest-signal resume keywords

Leadership SkillsTeam ManagementProblem-Solving SkillsMicrosoft Office Suite ProficiencyCustomer Service Excellence

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance ManagementCoachingOperational TroubleshootingCall Quality MonitoringShift ReportingAttendance DocumentationCustomer Inquiry ResolutionAnalytical SkillsDetail OrientationCritical Thinking

Soft Skills

Professional CommunicationInterpersonal SkillsAccountabilityAdaptabilityContinuous Learning

Tools & Technologies

Microsoft OutlookTeamsWindows 10Windows 11USB HeadsetWebcamHigh-Speed Internet

Certifications & Qualifications

High School DiplomaGED

Industry Keywords

Customer CareService StandardsOperational EfficiencyRecruitmentTrainingQuality AssurancePerformance ReviewsCompliance

About the role

Key responsibilities & impact

Oversee daily answering service operations during an assigned shift
Manage daily shift operations to ensure efficient workflow
Monitor call volume, staffing, team activity, and service standards
Troubleshoot operational issues and support team efficiency
Monitor and respond to Teams messages for real-time support
Respond to client inquiries through the Shift Manager’s Outlook account
Coordinate with Dispatching to maintain smooth operations
Ensure Customer Care Specialists are prepared and available throughout their shifts
Support recruitment, training, coaching, and ongoing development of assigned team members
Provide regular coaching and constructive feedback
Conduct monthly performance reviews and implement improvement plans when needed
Partner with the Lead Shift Manager on monthly coaching and documentation
Hold team members accountable to performance expectations
Handle escalated customer inquiries and complaints
Resolve issues promptly and professionally
Promote a positive customer experience
Partner with Quality Assurance to monitor call quality
Conduct call reviews and provide actionable feedback
Support continuous improvement in service quality and performance
Prepare and submit shift reports, performance information, and call metrics
Document attendance, performance concerns, and disciplinary actions
Ensure compliance with company policies, procedures, and applicable requirements
Perform other duties as assigned
Report to the Senior Manager

Requirements

What you’ll need

High school diploma or GED required
Strong leadership and team management skills
Sound judgment and critical-thinking abilities
Strong problem-solving skills and ability to work under pressure
Accountable, confident, and professional communication style
Ability to work effectively in both remote and in-person environments
Strong attention to detail and organizational skills
Commitment to continuous learning and improvement
Proficiency with Microsoft Office Suite
Excellent verbal, written, analytical, and interpersonal communication skills
Supervises approximately 5–8 direct reports
Employees must provide their own Windows 10 or 11 PC/laptop with at least 8GB RAM
Employees must provide their own wired USB headset, webcam, and high-speed internet connection
Chromebooks and Mac computers are not accepted
Occasional travel may be required for in-person meetings, conferences, or company events
Ability to sit, type, use hands and fingers, perform repetitive motions, and hear for extended periods
Ability to regularly use computers, telephones, and multiple software platforms
Ability to maintain close visual acuity for computer-based work
Ability to read and interpret information displayed on computer screens
Ability to actively listen and communicate extensively with callers
Ability to occasionally stand, walk, bend, and lift up to 25 pounds, including travel luggage

Benefits

Comp & perks

401(k) with up to 4% employer match
Generous health insurance premium contribution
Dental, vision, accident, and critical illness coverage
Generous PTO package
Tuition reimbursement
Referral bonuses
Professional training and development
Award-winning team environment
Flexible working conditions
Advancement opportunities
Manager development programs
Monthly rewards and incentives
Biannual industry rewards
Family-owned company