Job DescriptionThis role is for a m2m ( member to member ) Trust Team Leader.We are looking to recruit a dynamic and flexible team leader who will proactively lead our Customer Experience team on a daily basis in order to deliver on our unifying purpose:We are passionate about creating the best experiences for our people, customers and partners through inclusive collaboration; inspiring each other to deliver extraordinary impact. Our Team Leaders are obsessed with the customer experience. Build and foster highly empowered teams who are connected to our mission. Team leaders execute against our priorities at pace in a changing and dynamic environment. RESPONSIBILITIES:Customer Experience ManagementEnsure differentiated customer experience is at forefront of all department actions & work to actively enhance customer experience through implementation of required coaching, programs, systems or processes that provide positive impact to eBay communityWorking as an integral part of the Operations team to ensure Customer Service metrics including Customer Satisfaction and Quality are metContribute to the organisation, execution and ongoing monitoring of the key department performance metricsPeople & Performance Management Maintain excellent level of teamwork by incorporating a positive attitude, being supportive in words and actions, embodying the core values of eBayCreate a great place to work for the team - leading, motivating & developing team membersResponsible for reaching goals/objectives with his or her team, actively driving personal development & skills acquisition, coaching as requiredParticipate in the interview and selection process for new hires within areas of responsibility and centre wide as requiredAdminister disciplinary actions according to HR policies. Notify senior management and Human Resources of any issues of concernOperations - Planning & Management Anticipate future demands & develop plans accordingly - communicate any concerns as relevantContribute to the implementation of workflow process improvementsEnsure team members have the information they are required to perform their role and understand their part in bringing the strategy to lifeEnsure the team is adequately prepared for upcoming workflow, systems and/or procedural changesAbility to make sound decisions & required judgement callsNetworking & Organisation Relationship Building Establish relationships with other leaders throughout the organisation to ensure excellent information flow and feedback on impacts of process, policy and product changesWork within teams, peers, international and European in order to facilitate, enhance and improve eBay Culture and the business environment; ensure best practice sharing and information exchange takes place on all levelsParticipate in special projects as needed and perform other duties as assignedREQUIREMENTS:Previous Leadership experience is essentialWeekend & Late Cover will be an essential part of this roleExperience across multiple lines of business will be a distinct advantagePassion for best in class customer service and quality focusPassion for leading through changePassion for coaching, managing & developing peopleStrong organisational, communication, influencing and problem-solving skillsPositive attitude, the ability to work well with others and to meet and overcome challengesAbility to handle multiple tasks and be detail orientedAbility to develop and maintain professional working relationships with co-workers and peersAbility to direct and motivate othersAbility to maintain highly confidential informationExcellent IT skills: Microsoft Office a pre-requisite and a good knowledge of Call-Centre or E-Mail Customer Support Software desirableExcellent analytical and process flow optimization skillsBachelors’ degree in Business Studies or related discipline is seen as an advantageeBay Inc. is an equal opportunity employer, dedicated to workforce diversity #JobsIE#indeedEMEA#LI-AV1eBay Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talent@ebay.com. We will make every effort to respond to your request for disability assistance as soon as possible. View our accessibility info to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities. For more information see: EEO is the Law Poster and EEO is the Law Poster Supplement.Jobs posted with location as "Remote - United States (Excludes: HI, NM)" excludes residents of Hawaii and New Mexico. This website uses cookies to enhance your experience. By continuing to browse the site, you agree to our use of cookies. Visit our Privacy Center for more information.
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