Remote Customer Journey Online Management Team Lead

Summary

Join Payoneer's dynamic contact center as the team leader of Global Shift Managers and play a pivotal role in ensuring smooth operation of customer service teams worldwide. You'll oversee shift managers, provide guidance, and drive continuous improvement.

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)
• 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