NCOS Shift Supervisor

Job DetailsJob Location: NWA - Rogers - Rogers, AR 72758Salary Range: $60,000.00 - $80,000.00 HourlyRole Summary Shift Supervisors are responsible for real-time execution during their assigned shift, ensuring service levels are met and issues are escalated correctly. Primary Responsibilities Supervise NCOS Specialists during assigned shift Monitor live queues, alerts, and dashboards Validate escalations and route appropriately Provide coaching and quality feedback Document incidents and shift handoffs Ensure SOP compliance at all times Key Metrics Shift SLA performance Escalation accuracy Quality assurance scores Incident documentation completeness QualificationsExperience & Skills 3–5 years in customer operations or logistics support Prior team lead or supervisory experience Strong judgment and communication skills Comfortable with real-time operational tools Excel Ability to work flexible shifts, including nights/weekends as needed for coverage  Reliable, proactive, and customer-focused mindset with emphasis on accountability and performance improvement Characteristics Self-directed and self-motivated Sense of urgency Change management Strong interpersonal skills Organized, detail oriented Ethical; respects confidentiality; trustworthy Displays “whatever it takes” attitude Creative and innovative Displays a high degree of competency Working Conditions: Fast-paced environment. May be required to work various shifts. Requires normal vision (corrected) both close and distant. Requires normal hearing levels (corrected). Uses office equipment and machinery effectively. Requires normal finger dexterity for keyboarding. Works effectively with frequent interruptions. Lifting requirements of 50 lbs. occasionally. Minimal travel <30%. both verbal and written communication with internal and external partners.