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Key Responsibilities
This person will be responsible and have the attributes to perform in the following key areas: A Customer Centric thought process with the ability to listen to customer needs, synthesize, and develop a strategy for improved business performance. Excellence at deploying product, policy, or process changes to ensure our customers and teammates are prepared and successful. Experience executing increased Customer Satisfaction and Resolution through teammate development and process improvement. Relentless focus on developing others and enabling them to thrive. Not afraid to challenge the status quo and take appropriate risks! Lead change in ways that empower and encourage others. Diversity of thought and people centric leadership style is a must. This person must have experience in leading large customer service teams from a distance and be willing to travel as needed. Partner with Business Units to implement improvements for our customers. Should have business know-how and an ability to influence the business and help in achieving business growth
Job Requirements
- At least 7 years' experience in a customer service environment, preferably with
exposure to working in cross functional teams or projects.
Sharp business sense and ability to influence growthShould be able to draw business analysis and hence build winning strategies
- Experience in People Management or Operational Management is essential.
- Experience in managing an Outsource Partner would be desirable.
- Demonstrates breadth and depth in use and application of analytics principles, tools and methodologies (quantitative & qualitative).
- Displays thorough understanding of eBay's relevant business areas, data warehouse, policies, systems and procedures
- Excellent communication, presentation and networking skills with an ability to tailor approach to the different levels in the organization.
- A proven track record in achieving strong results as well as continually displaying initiative to take on additional responsibilities toward professional growth.
- Ability to generate innovative ideas and solutions.
- Ability to work independently, handle multiple tasks, meet deadlines in a dynamic/changing environment.
- Ability to learn quickly and to work independently and under pressure in a busy environment.
- Strong working knowledge of contact center functions and telephony infrastructure.
- Positive attitude and ability to be a team player.
- Strong facilitation and organizational skills.
- Flexibility to travel from time to time.
- Working knowledge of Microsoft Office programs such as Outlook, Excel and Word.
- Working knowledge of Micro-strategy reporting.
- Customer Centric thought process with the ability to understand customer needs and develop a strategy for improved business performance.
- Should be able to draw business analysis and hence build winning strategies
- Drive for results – passion for and a proven track record of driving process improvement and operational efficiency.
- Collaborating with the
- Leadership Team and key Business Units to implement continuous improvements for our customers. Leadership
- Confidence to challenge the status quo, take appropriate risks, suggesting change.
- Build relationships with key stakeholders and the ability to work with Business Units in an effective and productive way.
- Lead change in ways that motivate and inspire others.
- Excellence at operationalizing product, policy, or process change to ensure teams are prepared and successful.
- Experience improving Customer Satisfaction Scores through team development, process improvement, and tool development.
- Able to manage complexity in a fast-paced environment.
- Passion for the training and development of each employee, team leaders and coaches.
- Able to motivate and drive engagement across multiple teams/channels.
- Improve overall employee satisfaction scores and improve overall attrition rates.
- An intense focus on Developing Direct Reports and enabling them for success and growth. Requirements:
- This person must have experience in leading and managing multiple teams/channels.
- Analytical ability – analyze data, action planning, decision making.
- Experience in a contact center and/or e-commerce industry is desired. The ideal candidate will have a blend of the following in their background.
- Must have at least 5 years + leadership experience in a customer service environment.
- Excellent HIS customer-centric service philosophy and understanding of the challenges in providing a world-class customer experience while controlling costs in a growth environment.
- Experience in resolving customer escalations across lines of business, primarily representing eBay's executives. Contacts include phone calls, chat and email communications.
- Experience in delivering customer support through multiple contact channels, including e-mail, chat, and phone is highly desirable.
- Act as an advocate for the customer and the eBay business by identifying key escalation drivers and making recommendations on policy and workflow improvements within Customer Service, escalating and closing the loop with the appropriate individual and/or team.
- A successful track record in achieving and exceeding customer service goals in a high growth business
- Passion for the training and development of each employee.
- Improve overall employee satisfaction scores and improve overall attrition rates Intense focus on developing Direct Reports and enabling them to thrive.
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