CS Shift Leader

Description

Duties and Responsibilities:

• Monitor and report agents activity and performance
• Update backlog, workforce, and Incoming numbers for each Tier in order to forecast the daily plan
• Take ownership of daily tasks, execution and update correctly via Monday.com
• Schedule the shifts on SO for all CS considering detailed guidelines
• Coordinate vacations and make sure is matching SO and Kelio
• Check on late agents and crossmatch with Kelio
• Review and assign cases to agents considering specific skills and availability
• Distribute daily tasks such as calls, chats, incoming, etc. considering forecasted traffic
• Ensure all tasks/cases assigned to agents are being done in a timely manner, report and raise flags to the TL when needed
• Identifying and handling a Production Incident
• Take morning meeting notes, convert them into action items & Follow up
• Make sure Premium cases are being prioritized, raise a flag, and take action if you notice something getting stuck
• Send daily workload and end-of-day summary to management
• Constantly available on Gchat to assist agents and management
• Run specific reports for management when requested in order to analyze backlog and/or incoming situation
• Communicate and work together as a team with the Globals SLs to coordinate the daily operations
• Participation on daily meetings and projects
  
  

• 1+ years in eToro
• Outstanding Quality (90+ QC) for the last 4 months
• No PIP within the last 4 months
• No disciplinary issue
• Stay in this role for at least a 1 year and a half
• Excellent organizational skills
• Interpersonal and communication skills.
• Attention to detail