Description

You will lead a team of agents in a shift-based environment to execute intellectual property protection measures, including counterfeit detection, seller gating reviews, and IPR report handling. You'll ensure precision, speed, and compliance with standards while managing schedules, escalations, and process improvements.

Requirements

• Experience in people management and leading teams
• Ability to manage shift-based operations and resource planning
• Knowledge of intellectual property protection processes
• Strong escalation handling and decision-making skills
• Ability to conduct quality audits and process improvement

Responsibilities

• Lead, mentor, and manage daily performance of a team of agents
• Manage shift schedules for 24/7 operational coverage including holiday planning
• Ensure team meets SLAs and conduct spot checks on high-risk cases
• Act as first point of escalation for complex cases
• Identify operational bottlenecks and provide feedback to refine SOPs