CS Shift Leader

eToro 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 performance
• Update backlog, workforce, and Incoming numbers for each Tier to forecast the daily plan
• Take ownership of daily tasks, execution, and update correctly via Monday.com 
• Schedule the shifts on SO for all CS considering detailed guidelines
• Coordinate vacations and make sure is matching SO and Kelio
• Check on late agents and crossmatch with Kelio
• Review and assign cases to agents considering specific skills and availability
• Distribute daily tasks such as calls, chats, incoming, etc. considering forecasted traffic
• Ensure all tasks/cases assigned to agents are being done promptly, report and raise flags to the TL when needed
• Identifying and handling a Production Incident 
• Take morning meeting notes, convert them into action items & Follow up
• Make sure Premium cases are being prioritized, raise a flag, and take action if you notice something getting stuck 
• Send daily workload and end-of-day summary to management 
• Constantly available on Gchat to assist agents and management 
• Run specific reports for management when requested to analyze backlog and/or incoming situation
• Communicate and work together as a team with the Globals SLs to coordinate the daily operations 
• Participation in daily meetings and projects