Shift Lead, Partner Service

Job description

Job Ref ID

JR0085136 Operational Management Manage partner service operations during assigned shifts. Monitor queue health, SLA, backlog, and service levels. Allocate resources based on workload and forecast. Ensure smooth shift handover between teams. Take immediate action during service disruptions or volume spikes. Team Management Supervise agents during the shift. Provide real-time coaching and guidance. Monitor attendance, punctuality, and schedule adherence.

Conduct huddles and communicate operational updates. Support onboarding and buddy sessions for new agents. Performance Monitoring Track hourly KPIs and productivity. Monitor AHT, CSAT, SLA, QA, occupancy, and other operational metrics. Identify performance gaps and implement corrective actions. Prepare shift summaries and daily reports.