Shift Lead (Land) - Internal

Application Deadline: Tuesday, November 17thLocation:
Remote
Schedule:
Tuesday - Saturday, 3am - 11am EST
Schedule Flexibility:
Flexibility to adjust working hours occasionally to cover planned absences or operational gaps is required .About the Role
We are seeking a dedicated and proactive Shift Lead to support our Travel Support Consultants (TSCs) and daily Land operations. This is an off-phone leadership role focused on providing timely guidance, monitoring queues, reviewing handovers, and ensuring consistent application of our processes.The Shift Lead will be a first point of contact for frontline staff, helping agents navigate complex situations, clarify next steps, and deliver a consistent customer experience.Experience:
2+ years in the travel industry. Previous leadership experience of 1+ years is an asset.Key Responsibilities
TSC Support and Process Guidance
Provide timely, clear, and actionable guidance to TSCs on customer issues, escalations, and operational questions.Review relevant SOPs before providing process guidance and link resources so agents understand where to find answers.Support agents in identifying the appropriate next steps, ownership, and escalation path for complex cases.Identify recurring questions and process gaps, and recommend updates to SOPs, job aids, or training materials.Document and elevate system issues, including their impact on agents and service delivery.Operational Oversight
Monitor queue activity, service levels, and staffing coverage, and coordinate with leadership when adjustments are needed.Review handovers for accuracy, completeness, appropriate follow-up timing, and clear ownership.Support handover allocation and cross-shift communication to maintain continuity.Review ServiceNow tickets and provide feedback on documentation, follow-up actions, and process adherence.Keep leadership informed of operational concerns, recurring errors, and escalation trends.Team Development and Department Collaboration
Provide ongoing support and feedback to new and existing TSCs.Complete assigned file reviews and support coaching and quality improvement initiatives.Lead huddles and reinforce process updates to help agents apply changes consistently.Collaborate with Senior Managers and Travel Support Managers to identify gaps and improve department processes.Share frontline feedback with leadership and follow through on agreed actions.Additional Accountabilities
Assist the Director and Managers with projects, reporting, and administrative tasks as needed.Coordinate departmental updates and maintain supporting resources.Technical Skills
Experience with Twilio or similar tools for queue monitoring and call review.Proficiency in Microsoft Excel and SharePoint.Working knowledge of ServiceNow.Performance Measures
Accuracy and consistency of guidance:
Advice aligns with current SOPs and provides clear next steps.Timeliness of support:
Agent questions and operational concerns receive timely attention.Operational oversight:
Queue risks and coverage concerns are identified and addressed promptly.Handover and documentation quality:
Reviews support complete, accurate records and clear follow-up ownership.Process improvement:
Recurring issues are identified and addressed through feedback, training, or resource updates.Skills and Competencies
Clear communication and sound judgment.Organization and prioritization.Problem-solving and conflict resolution.Technical proficiency and data analysis.Adaptability and cultural awareness.Ability to guide and support others.
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