What youll be spending your time on:
Leadership and Guidance: Provide strong leadership and people management of a global team of shift managers (insource and outsource), offering guidance, support, and direction to ensure that they effectively manage their respective shifts to meet our SLAs and productivity goals.
Performance management: Monitor and evaluate the performance of individual shift managers and the customer journeys different units.
Implement strategies to drive continuous improvement in call handling, response times, customer experience, develop and generating daily reports and insights to identify trends and key performance indicators (KPIs).
Drive Solutions: Continuously drive solutions for identify process bottlenecks, operational inefficiencies that effect the shifts propose and implement improvements to enhance our ability to meet out SLAs.
Foster communication routs: develop open and effective communication channels within the Shift Managers Group, as well as across other departments, to ensure a seamless flow of information and collaboration.
Handling crisis events Manage and Develop, protocols, mitigation processes, and collaboration with back end teams in order to ensure a fast recovery and minimize the effect on our customers when a downtime event occurs.
For this role you are also:
proactive doer.
creative thinker.
analytical thinker.
strong teammate.
detail oriented.
Leveraging networks.
Motivator.
organized.