Shift Manager

ABOUT ANSERVE

Trusted Answering Services Since 1969

Anserve Inc. has provided professional answering services to businesses of all sizes since 1969. As a family-owned company, we own and operate a 12,000-square-foot facility with a team of 100 employees.

Mission: To build a great company with compassionate people and achieve amazing results.

COMPENSATION & BENEFITS

We believe our employees and culture are the foundation of our success.

• $18–$20 per hour
• 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

COMPUTER REQUIREMENTS

Employees must provide their own:

• Windows 10 or 11 PC/laptop with at least 8GB RAM
• Wired USB headset
• Webcam
• High-speed internet connection

Chromebooks and Mac computers are not accepted.

JOB PURPOSE

The Shift Manager is responsible for overseeing daily answering service operations during an assigned shift. This position monitors team performance, ensures service standards are met, handles escalated issues, and provides leadership, coaching, training, and development to Customer Care Specialists and the Assistant Shift Manager.

This is a hybrid position requiring three days per week in the Butler, NJ office for employees living within 30 miles and reports to the Senior Manager.

ESSENTIAL DUTIES & RESPONSIBILITIES

Shift Operations

• Manage daily shift operations to ensure an efficient workflow.
• Monitor call volume, staffing, and team activity throughout the shift.
• Troubleshoot operational issues and support team efficiency.
• Monitor and respond to Teams messages to provide real-time support.
• Respond to client inquiries through the Shift Managers Outlook account.
• Work closely with Dispatching to maintain smooth operations.
  
• Ensure Customer Care Specialists are prepared and available throughout their shifts.

Team Leadership & Development

• 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 to ensure assigned employees receive required monthly coaching and documentation.
• Hold team members accountable to performance expectations while promoting continuous growth and development.

Customer Service

• Handle escalated customer inquiries and complaints.
• Resolve issues promptly and professionally.
• Promote a consistently positive customer experience.

Quality Assurance

• Partner with the Quality Assurance team to monitor call quality.
• Conduct call reviews and provide actionable feedback.
• Support continuous improvement in service quality and performance.

Reporting & Documentation

• Prepare and submit shift reports, performance information, and call metrics.
• Document attendance, performance concerns, and disciplinary actions as needed.
• Ensure compliance with company policies, procedures, and applicable requirements.
• Perform other duties as assigned.

SCHEDULE

Full-time: 40 hours per week. Monday, Tuesday, Wednesday, and Friday: 12:00 PM–8:00 PM. Saturday: 10:00 AM–6:00 PM. 

Thursday: Off. Sunday: Off.

REQUIRED SKILLS & ABILITIES

• 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

EDUCATION & EXPERIENCE

• High school diploma or GED required.
• Supervises approximately 5–8 direct reports.

TRAVEL

Occasional travel may be required for in-person meetings, conferences, or company events.

PHYSICAL REQUIREMENTS

The position requires the ability to:

• Sit, type, use hands and fingers, perform repetitive motions, and hear for extended periods.
• Regularly use computers, telephones, and multiple software platforms.
• Maintain close visual acuity for computer-based work.
• Read and interpret information displayed on computer screens.
• Actively listen and communicate extensively with callers.
• Occasionally stand, walk, bend, and lift up to 25 pounds, including travel luggage.

ADA DISCLAIMER

This job description identifies the general competencies and responsibilities necessary to perform the position. Not all essential functions may be listed for purposes of the Americans with Disabilities Act (ADA). Reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.