Shift Lead - APAC Team

About Bark

Bark is revolutionising the way people find professionals in over 1,000 unique categories. As the UKs largest and fastest-growing services marketplace, were on a mission to make finding the right professional quick and easy. With a presence in eleven countries and plans for further expansion, joining us at this genuinely exciting time will be a journey like no other.

Our cutting-edge technology and customer-first approach ensure people can access the best professionals for any job, while our 230+ strong team is dedicated to delivering an outstanding experience every step of the way. In 2024, we were proud to be recognised in the Sunday Times Best Places to Work.

As a scale-up backed by leading private equity firm EMK Capital, Bark offers the energy and agility of a start-up combined with the stability and resources of an established business. Joining Bark means being part of a high-growth journey with plenty of opportunity to learn, contribute, and make a real impact.

About The Role

We are seeking a dynamic, self-motivated, and results-driven Shift Lead for the APAC Region to ensure that our teams deliver on performance expectations and KPIs. The Shift Lead will be responsible for overseeing a group of team members during their respective shifts, ensuring efficient staffing, high service levels, timely response to calls, and maintaining quality standards.

The role requires strong leadership, communication, and analytical skills to effectively manage teams, ensure the smooth running of operations, and meet key performance indicators (KPIs). The successful candidate will also work closely with cross-functional teams to drive process improvements and ensure customer satisfaction within the APAC region.

Responsibilities

• Lead and manage the team members during your shift to ensure KPIs are met.
• Monitor, track, and analyze key performance indicators (KPIs) for the team. Provide daily, weekly, and monthly performance reports, highlighting trends, challenges, and areas for improvement.
• Ensure adequate staffing levels during shifts to meet business needs, manage schedules effectively, and adjust team resources as necessary to handle call volumes and maintain high service levels.
• Oversee call queues to ensure timely and efficient response to incoming queries.
• Identify skill gaps within the team and provide guidance or training to improve performance.
• Conduct regular 121s for your team, providing constructive feedback and setting goals for improvement.
• Ensure the team adheres to internal quality standards, policies, and procedures.
• Act as the first point of contact for any issues or escalations that arise during your shift. Resolve conflicts and problems swiftly and efficiently to maintain a positive work environment and customer satisfaction.
  
  

Skills

• Strong ability to lead, motivate, and inspire a team of diverse individuals
• Proven experience in team development, coaching, and performance management.
• Excellent written and verbal communication skills
• Ability to clearly convey information, give feedback, and engage with stakeholders at all levels.
• Strong analytical mindset with the ability to identify trends, analyze data, and make informed decisions.
• Demonstrated ability to manage and resolve escalations effectively.
• A focus on customer satisfaction and service excellence.
• Experience in managing customer-facing teams is highly desirable.
• Ability to work in a flexible and fast-changing environment
• Strong time management skills to juggle multiple tasks effectively.
• Familiarity with Ticketing systems & CRM tools and basic reporting tools (Excel, Google Sheets, etc.).
• Bachelors degree in any discipline or equivalent work experience.
  
  

Shift Timings:

We are looking for individuals interested in full-time hours to join our Customer Experience team. Typically, you will work 5am - 2pm IST.

Perks And Benefits

• CTC - 5.5lacs (INR) annually + 20% quarterly bonus based on performance
• 40 days of paid holiday, with extra days added at 3 and 5 years of service.
• Hybrid remote working, plus up to 20 days each year to work from anywhere in the world.
• An annual Learning & Development budget to spend on courses, training, or other resources that support your professional development.
• Access to Oliva, a leading mental health and wellbeing platform, offering personalised support when you need it.
• Insurances - Family Floater Mediclaim, Employee Personal Accident and Employee Term Life
  
  

Diversity Statement

At Bark, we are a platform for people, revolutionising the way professionals and individuals connect since 2014. Our culture is defined by excitement, ambition, and a commitment to raising the bar. We value diversity, equity, inclusion, and belonging (DEIB) and are dedicated to embedding these principles into everything we do. We are committed to fostering an inclusive environment where everyone can thrive, and our focus is on hiring, retaining and developing a globally diverse workforce that is passionate about excelling our platform and supporting our customers to succeed. Be part of our dynamic team, where bold ideas thrive, and create a future worth shouting about.

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