Payoneer is hiring a
Customer Journey Online Management Lead

Summary

Join Payoneer's global community and play a pivotal role in ensuring the smooth operation of customer service teams worldwide as the team leader of Global Shift Managers. You'll oversee a team of shift managers, provide guidance, and drive solutions to meet SLAs and productivity goals.

Requirements

• Previous experience managing customer service team or shift managers team in a large Call Center (above 100 seats in multiple locations) - mandatory
• High English level
• Proficient in MS Office
• Proficient Excel

Responsibilities

• 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
• Monitor and evaluate the performance of individual shift managers and the customer journey’s 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)
• 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
• 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
• 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