Shift Manager Skills & Competencies

Manager's Guide: Shift Manager

The Manager's Guide to the Shift Manager Role

This Manager's Guide includes:

  • The complete set of 27 Competencies expected from the role
  • 121 Interview questions for determining a candidate's skill level in each of 27 Competencies
  • 122 Coaching tips for helping incumbent to advance their skills in each of the 27 Competencies
  • 110 Development goals to help measure incumbents' progress in each of the 27 Competencies
  • 319 Recommended resources for progressing education in each of the 27 Competencies

Roles and Responsibilites

The primary responsibility of the Shift Manager is telephone and internet-based support for internal and external clients on technology and business issues.

The Shift Manager manages the floor operations of the call center customer support teams.

Organizational Role

The Shift Manager typically serves as member of management and is considered a senior level consulting within the organization. As such, the Shift Manager provides functional, technical or process leadership. The organization will depend on this person's management of multiple teams. The Shift Manager generally is responsible for high complexity and ambiguity. As such, the Shift Manager provides tactical responsibilities.

Shift Manager Job Responsibilities

The Shift Manager generally has the following responsibilities:

  • Evaluates statistical information and reports; analyzes deficiencies for the area and individual teams.
  • Conducts staff meetings and completes all required administrative tasks and reports on a timely basis.
  • Maintains activity log and provides adequate documentation and communication for next shift.
  • Troubleshoots and documents system problems effectively and efficiently.

Shift Manager Competencies

The complete Shift Manager Manager's Guide includes the 27 key competencies expected of Shift Manager. The report defines each Competency in detail. The report also explains what level of proficiency Shift Manager should have in that Competency, as well as how important that Competency is to performing the role well.

Among the 27 Competencies for Shift Manager is...

Customer Interaction

You may observe several behaviors in a person that could be strong indicators of his or her capabilities in the Customer Interaction competency. The Shift Manager is expected to demonstrate Extensive experience in the Customer Interaction competency. To demonstrate Extensive experience in the Customer Interaction competency, one should demonstrate knowledge of and ability to utilize practices, tools, and techniques for communicating with a customer.

  • Provides customer support on difficult problems.
  • Implements tactics to de-escalate problem situations immediately.
  • Teaches techniques for transitioning from problem solving to sales opportunities.
  • Analyzes the characteristics of threats and selects the proper plan of action for handling them.
  • Evaluates techniques for face-to-face, telephone and web-based interactions.
  • Advises on methods for identifying leads and procedures for turning them over.

Customer Support Skills & Competencies

Available Manager's Guides for Customer Support Roles