Shift Operations Manager

3 weeks ago


Gurgaon, Haryana, India Taboola Full time

The Frontline Services Lead plays a crucial role in ensuring top-notch service delivery to internal and external clients. This position demands exceptional leadership skills, as the FLS Lead is accountable for the entire Frontline Services operation during their shift.

Key Responsibilities:

  1. Oversee ticket assignment and resolution, ensuring timely and accurate delivery.
  2. Collaborate with team members and tech leads to drive knowledge and process improvements.
  3. Identify and address gaps in ticket handling, ensuring seamless customer experience.
  4. Mentor team members, providing guidance on investigations and being an escalation point.
  5. Review and ensure proper escalation to L2 teams, taking ownership of shift left.
  6. Communicate management messages and address initial conflicts related to work assignment.
  7. Take end-to-end ownership of incident management, from issue identification to resolution and RCA.
  8. Be prepared to support the team during increased workload or unavailability.
  9. Drive feedback-based improvements to deliver value to the business.
  10. Embody Taboola's PS principles and values in every interaction.


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