Supervisor, Customer Support

5 months ago

Mumbai, India eBay Full time

A Team Leader leads and coaches a service delivery team that _helps our customers solve problems in the quickest, simplest, easiest way possibleand make them feel great about eBay along the way._

You build high-performing teams that deliver results by honoring our customers, each other, and the way we work.

**You are**
- lead, drive, inspire, motivate, and coach your team, individually and collectively, towards achieving world class customer service
- manage your operations reviewing reports & dashboards around customer service and employee engagement, determining root cause, and building & executing action plans
- partner across GCX with various organizations (within your line of business, across lines of business, workforce management, CS tech, coaching & quality, and others) to reach our organizational goals
- leverage and develop your coach as a partner to help boost teammate effectiveness and performance
- stay close to the voice of the customer using side-by-sides and escalations as both teaching moments within your team and learning moments to anticipate & raise customer needs
- host regular one-on-one’s with each teammate individually to learn how they are doing and feeling, discuss goals & priorities, address questions they may have, allow them to share observations or new learnings, and provide coaching around performance & career development
- deliver consistent performance accountability and coaching; when necessary moving to corrective action
- lead weekly huddles and team meetings that focus your teammates on key performance metrics, improve team collaboration, and prepare them for new challenges and upcoming changes to the business
- Work with Business teams to share insights and hold cadence
- Work on people plan and progression
- handle customer escalations

**Someone who**:

- Is zealous about the customer experience and delivering customer-centric solutions (customer focus)
- Can bring experience and guidance in providing customer support through social channels like Facebook and/or Twitter
- Proactively seeks & drives controllable changes in themselves and the team while passionately escalating and influencing broader changes needed to improve the teammate and customer experience (owner mindset)
- Consistently achieves or exceeds results even under tough circumstances (drives results)
- Develops people to meet both their career goals and the organization’s goals (develops talent)
- Creates a climate where people are motivated to do their best to help the organization achieve its objectives and understand the teams impact on the business (drives engagement)
- Plans & prioritizes work needed to achieve high customer satisfaction and employee engagement (plans & aligns)
- Loves implementing and creating new and better ways for the team and organization to be successful (cultivates innovation)
- Leverages complex, high volume, & sometimes contradictory information to effectively solve problems (manages complexity)
- Uses feedback and reflection to gain insight into personal strengths and opportunities (demonstrates self-awareness)
- Actively learns through experimentation using both successes and failures as learning fodder (nimble learning)

**Tools & Additional Qualifications**
- Fluency in English both in written and verbal (essential)
- Microsoft Office Tools such as Outlook, Excel, Word, and PowerPoint
- Employee Engagement Survey
- Workday / Kronos
- Reporting tools such as BIX and Tableau
- Contact center tools such as NICE, SHADE, and Qualtrics
- Working knowledge of all eBay Tools, Products, Policies & other related topics
- Prior experience managing & leading direct reports and/or examples of efective leadership of teams
- 5+ years of customer service experience essential
- Prior experience in contact center essential
- BS/BA degree or educational equivalent preferred

**Roles and Responsibilities**:

- Comfortable working and leading in work from home set up, available to teammates throughout the day and project a positive customer & employee experience
- Work within UK Hours to be available for key stakeholders
- Ability to negotiate for the best outcome for eBay and customers.
- Proactively thinking of improvements in ongoing processes and aligning stakeholders with the same
- Ability to deliver on key projects within the team
- Remain neutral in customer negotiations
- Strong business acumen
- Works with team to solve customer problems, proficient with customer services tools & systems, demonstrates knowledge of operational flows
- Understanding ,improving and reporting of Key Metrics of the process, understand and articulate the impact of key metrics to teammate and organization goals;
- Balance your focus across various metrics; Knows how to assess metrics;
- Works with manager to improve results;
- Rewards & recognizes teammates and team for achieving results.
- For more information see: _EEO is the Law Poster and EEO is the Law Poster Supplement

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