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Saaki Argus & Averil Consulting
Operations Shift LeadSaaki Argus & Averil Consulting • Chennai, Tamil Nadu, India
Operations Shift Lead

Operations Shift Lead

Saaki Argus & Averil Consulting • Chennai, Tamil Nadu, India
1 day ago
Job type
  • Quick Apply
Job description

Role Summary

The Operations Shift Lead is responsible for supervising frontline support teams, driving effective queue handling, maintaining operational standards, and ensuring reliable service delivery throughout assigned shifts.


Key Responsibilities

  • Oversee the daily operations and activities of L1 and L1.5 support teams.
  • Ensure appropriate shift staffing, coverage, and efficient management of support queues.
  • Manage initial-level escalations and optimize workload distribution across team members.
  • Provide coaching, guidance, and mentorship to enhance team skills and performance.
  • Ensure compliance with established processes, procedures, and service quality expectations.
  • Collaborate effectively with Operations, Knowledge Management, and Quality teams to improve service outcomes.

Key Qualifications

  • 10 14 years of experience in IT support, service desk, or IT operations environments.
  • Demonstrated experience managing and leading frontline support teams.
  • Strong knowledge of ticket management tools, support workflows, and operational processes.
  • Excellent leadership, coaching, and people management capabilities.
  • Experience with contact center environments and CCaaS platforms is preferred.

Preferred Qualifications

  • Prior experience supporting 24x7 operations or rotational shift-based support models.
  • Understanding of key service metrics such as SLA compliance, backlog management, First Call Resolution (FCR), Mean Time to Resolve (MTTR), Customer Satisfaction (CSAT), and ticket reopen rates.
  • Ability to work collaboratively with Quality, Knowledge Management, and Operations stakeholders to drive continuous improvement.


Shift Schedule

The role requires flexibility to work in a rotational shift-based support model. Available shift timings are:

  • Shift 1: 6:00 AM 3:00 PM IST
  • Shift 2: 2:00 PM 11:00 PM IST
  • Shift 3: 10:00 PM 7:00 AM IST


Candidates should be comfortable working across different shifts to support 24x7 operational coverage.

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Operations Shift Lead • Chennai, Tamil Nadu, India

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