Tech Shift Lead (Storage-Google/GCP)

Job Description:

Essential Skills & Experience

• Strong understanding of service operations and metrics
• Experience with case management systems and dashboards
• Analytical and reporting capabilities
• Stakeholder and communication skills
• Ability to drive process adherence and continuous improvement

• Monitor case flow, quality, adherence, and SLA/SLO compliance
• Perform quality audits and provide structured feedback to agents
• Manage realtime queue performance and workforce adherence
• Deliver onboarding and ongoing technical/nontechnical training
• Support performance management, coaching, and reporting
• Analyze operational data to identify trends and improvement areas
• Act as escalation points for operational or process issues
• Ensure compliance with defined processes, policies, and governance standards