Payoneer CJ Online Management Team Lead 

Israel, Center District, Petah Tikva 

755126593

What you’ll be spending your time on:

• Leadership and Guidance:Provide strong leadership and people management of aglobal 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 journey’s different units.
  
• 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 eventsManage 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.

For this role you are also:

• proactive doer
• creative thinker
• analytical thinker
• strong teammate
• detail oriented
• Leveraging networks
• Motivator
• organized

Have you done this kind of stuff?

• Previous experience managing customer service team or shift managers team in a large Call Center (above 100 seats in multiple locations) - mandatory
• Previous experience in project management – an advantage
• Led cross functional teams/activities
• High English level
• Proficient in MS Office
• Proficient Excel