CJ Online Management Team Lead

As the team leader of the Global Shift Managers group in a dynamic contact center, you will play a pivotal role in ensuring the smooth and efficient operation of our customer service teams and offline teams around the world. You'll be responsible for overseeing a team of shift managers and collaborating with them to achieve exceptional customer service standards and operational excellence.

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.