Call Center Operations Lead

Wollborg Michelson Recruiting

Troy, MI

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JOB DETAILS

SKILLS

Call Center Operations, Centralized Operations/Management, Communication Skills, Corrective Action, Cross-Functional, Detail Oriented, High Reliability, Identify Issues, Kronos Workforce Scheduler, Legal, Logistics, Multitasking, Operational Support, Operational Support Systems (OSS), Operations, Organizational Skills, Presentation/Verbal Skills, Problem Solving Skills, Time Management, Time Tracking, Workforce Management, Writing Skills

LOCATION

Troy, MI

POSTED

5 days ago

OSS Shift Lead

Job Summary

The OSS Shift Lead is responsible for real-time coordination of on-site staff, ensuring shifts are fully staffed, issues are quickly resolved, and communication flows smoothly between the field and central operations. This role acts as the control tower during each shift, maintaining stable operations and intervening when needed to keep activities on track.

Responsibilities

Assign on-site staff to shifts and ensure full coverage across all active jobs.
Monitor attendance, lateness, and no-shows, taking immediate corrective action.
Backfill staffing gaps in real time by reassigning resources or escalating when necessary.
Troubleshoot real-time issues such as late arrivals, setup problems, and participant confusion.
Escalate critical issues with clear context and proposed solutions.
Serve as the primary point of contact for all inbound and outbound on-site staff communication during the shift.
Respond quickly and clearly to staff questions, issues, and updates.
Coordinate with internal teams such as operations, support, and launch teams as needed.
Maintain smooth on-site experiences for participants through proactive oversight.

Requirements

1 3 years of experience in operations, logistics, hospitality, or similarly fast-paced environments.
Strong real-time decision-making and problem-solving skills.
Excellent written and verbal communication skills.
Ability to manage multiple workflows simultaneously.
High level of reliability, responsiveness, and accountability.
Experience in dispatch, shift scheduling, or gig workforce management is a plus.
Familiarity with last-mile logistics or on-demand operations is preferred.

Summary Qualification

Proven experience overseeing daily operations and shift performance.
Demonstrated ability to handle real-time issues under pressure.
Track record of clear, consistent communication with distributed teams.
Strong organizational skills and attention to detail.
Comfortable working with internal stakeholders across multiple functions.

Skill

Shift and workforce scheduling.
Real-time operations monitoring and escalation.
Problem-solving and critical thinking.
Verbal and written communication.
Multitasking and time management.
Stakeholder coordination and collaboration.

Wollborg Michelson Recruiting is an Equal Opportunity Employer and prohibits discrimination of any kind. We ensure job offers are made based of one s employment experience, skills, and qualifications, regardless of race, gender, ethnic origin, or any other classification protected by law. All applicants must furnish proper identification to prove their legal right to work in the US upon a job offer. We participate in E-Verify to confirm one s right to work in the US. Wollborg Michelson Recruiting does not provide sponsorship for an employment-based visa status.

About the Company

Wollborg Michelson Recruiting

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