Tech shift Lead (Storage, Google, GCP, Gandhinagar)

Job description

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