Shift Lead, Partner Service
Dhaka, bd, Bangladesh Part-time
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.