Shift Manager

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.

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

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.

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.

• 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.

• 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.

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

• 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.

• 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.

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.

• 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…