Tech Shift Lead (Storage-Google/GCP)

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