CS Shift Leader

CS Shift LeaderDescriptioneToro has created an intuitive Social Trading platform that gives traders and investors access to global stock markets, commodity trading, cryptocurrency trading, and more. We strive to make money management available and accessible to everyone (even to users with no prior experience or knowledge). We have over 33 million users worldwide, and our platform is available in over 140 countries around the world.With over 1500 employees worldwide, We have locations in the US, Cyprus, UK, Australia, Germany, and Israel, and we are constantly growing and expanding into new markets.We are constantly growing and are excited to share that we are looking for a CS Shift Leader to join our team!Duties and Responsibilities:Monitor and report agents activity and performanceUpdate backlog, workforce, and Incoming numbers for each Tier to forecast the daily planTake ownership of daily tasks, execution, and update correctly via Monday.comSchedule the shifts on SO for all CS considering detailed guidelinesCoordinate vacations and make sure is matching SO and KelioCheck on late agents and crossmatch with KelioReview and assign cases to agents considering specific skills and availabilityDistribute daily tasks such as calls, chats, incoming, etc. considering forecasted trafficEnsure all tasks/cases assigned to agents are being done promptly, report and raise flags to the TL when neededIdentifying and handling a Production IncidentTake morning meeting notes, convert them into action items & upMake sure Premium cases are being prioritized, raise a flag, and take action if you notice something getting stuckSend daily workload and end-of-day summary to managementConstantly available on Gchat to assist agents and managementRun specific reports for management when requested to analyze backlog and/or incoming situationCommunicate and work together as a team with the Globals SLs to coordinate the daily operationsParticipation in daily meetings and projectsRequirementsExcellent organizational skillsInterpersonal and communication skills.Attention to detailJob ID 83.154