A Team Leader leads and coaches a service delivery team that helps our customers solve problems in the quickest, simplest, easiest way possible …and 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 servicemanage your operations reviewing reports & dashboards around customer service and employee engagement, determining root cause, and building & executing action planspartner 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 goalsleverage and develop your coach as a partner to help boost teammate effectiveness and performancestay 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 needshost 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 developmentdeliver consistent performance accountability and coaching; when necessary moving to corrective actionlead 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 businessWork with Business teams to share insights and hold cadenceWork on people plan and progressionhandle customer escalationsSomeone 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 TwitterProactively 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 QualificationsFluency in English both in written and verbal (essential)Microsoft Office Tools such as Outlook, Excel, Word, and PowerPointEmployee Engagement SurveyWorkday / KronosReporting tools such as BIX and TableauContact center tools such as NICE, SHADE, and QualtricsWorking knowledge of all eBay Tools, Products, Policies & other related topicsPrior experience managing & leading direct reports and/or examples of efective leadership of teams5+ years of customer service experience essentialPrior experience in contact center essentialBS/BA degree or educational equivalent preferredRoles 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 stakeholdersAbility to negotiate for the best outcome for eBay and customers.Proactively thinking of improvements in ongoing processes and aligning stakeholders with the sameAbility to deliver on key projects within the teamRemain neutral in customer negotiationsStrong business acumenWorks with team to solve customer problems, proficient with customer services tools & systems, demonstrates knowledge of operational flowsUnderstanding ,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.Disclaimer: Please note that by applying to this role, you are agreeing to be considered for multiple positions. This is a general description of the qualifications and skills required for positions of this type of role. eBay 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.For more information see: EEO is the Law Poster and EEO is the Law Poster SupplementThis website uses cookies to enhance your experience. By continuing to browse the site, you agree to our use of cookiesView our privacy policy and accessibility info
View Original Job Posting