Shift Manager, Customer Support Center

Role Details
Type of Support: Omnichannel (Email, chat, phone, social media)
Contract Duration: Full-Time
Work Schedule​​​​​​: Overnight
Work type and Location: On-site. Greensboro, NC

About PartnerHero

A little about us. We connect talented people globally with innovative companies who want to build, transform, and scale their operations. We provide talented global teams, strategic expertise, and seamlessly integrated technology to extend the positive impact that our partners can have across the globe.

We are recognized as a Most Loved Workplace, and we think it’s because we believe that culture drives business success. We encourage our associates to bring their whole, authentic selves to everything they do at PartnerHero. So bring your experience and your talents, and also bring your passion and everything else that makes you who you are. You will always be supported to do your best work at PartnerHero, enjoy your day to day and thrive.

The Role

Are you a go-getter with a can-do attitude?

Do you have a knack for motivating teams?

Do you have a track record of achieving outstanding results?

Look no further! We are seeking a Shift Manager to join our team at our support center in Greensboro, North Carolina. In this role, you are responsible for leading a team of associates who are assisting and providing oversight of driverless vehicles. Your primary focus is on ensuring top performance from the associates, maximizing efficiency, and maintaining a positive and energetic work environment.

What you’ll do:

• Function as primary point of contact at the support center for key stakeholders including product operations, strategy, training and development, customer support, safety, etc.
• Develop operational protocols in collaboration with quality assurance, product operations and strategy teams.
• Developing Operation protocols, in partnership with key stakeholders in Quality Assurance, 
• Remain current on key workflow changes, operational guidelines, and policy updates and communicate to associates.
• Prepare reports and analyze performance data to improve processes, ensure associates are properly allocated, and maximize productivity and efficiency.
• Ensure associates achieve desired service levels.
• Deliver real-time support to high severity events.

What we expect from you:

• Ability to multitask and remain calm under pressure.
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
• Knowledge of management principles.
• Strong coaching and leadership skills, ability to motivate employees.
• Decisiveness and attention to detail.
• Proficiency with the necessary technology, including computers, software applications, phone systems, etc.
• You will be required to successfully complete a background check, drug screen, and DMV Motor Vehicle Record check. MVR screen includes being licensed to drive a motor vehicle in the U.S. for three years and no more than one point on the driving record.

What you’ll get in return:

• Competitive base pay
• Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture is at our core

Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal opportunity workplace. We value diversity, inclusion, equity and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].

PRIVACY NOTICE

PartnerHero is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes.

To understand more about PartnerHero’s privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center here.