Team Coach - Customer Service jobs at Ebay in India, Mumbai

You will:

• Drive eBay’s Cultural and operational values and ensure teammates demonstrate these in every interaction, build and maintain strong, trust based relationships with partners at all levels

Coaching: Apply eBay’s coaching model to:

• Drive performance improvements for your team by partnering with your team leader to identify focus areas and coaching plans
• Prepare and conduct effective monthly action planning sessions, co-create strong SMART action plans with each teammate
• Prepare and conduct effective real time and scheduled coaching sessions to check in on progress and course correct where needed
• Convey behavioural opportunities to teammates in a way that is confident, easy to understand and motivates them to want to succeed
• Listen carefully to your team and work with them to clearly define expectations from coaching conversations and action plans
• Review your team’s action plans to ensure they are aligned with operational direction and identify actions that drive the right outcomes, and learn from these successes to demonstrate findings in each coaching interaction.
• Influence and inspire your team and colleagues towards a common goal to drive operational improvements for your LOB
• Drive eBay’s core values and be advocate for GCX mission and culture

Quality Reviews

• Complete the required number of monthly quality evaluations to identify the root cause of QA behavioural opportunities and prepare for effective coaching sessions
• Review Scorecard, VOC, NICE recordings, quality evaluations and other relevant data sources to capture connected insights on individual teammates’ strengths and opportunities
• Attend and engage in quality calibrations for your Line of Business (LOB)

Customer-facing work:

• Retain subject matter expertise in your LOB and remain a credible resource for your teammates and your organization. This will be accomplished through:
• Taking escalations
• Allowing teammates to observe you interacting with eBay customers by taking contacts
• Engaging in queue work to help your teammates serve our customers during high-peak times as requested
• Serving as a role model and a change champion for your team
• Attending trainings to keep up to date with knowledge and upcoming changes in tools, product, policy and other related topics
• Participating & sharing insights in regular business reviews (i.e. WBRs, MBRs) • Completing assigned administrative tasks (i.e. credits, claims approvals, roster, managing pulse). Reviewing daily stats with TM in huddle. Calibration with TM to discuss SR in huddle.
• Proven record of successful coaching to performance in one LOB
• Able to analyze data and identify behavioral root causes and coach individual teammates to behaviors
• Able to help individual teammates create strong Data Driven Action Plans with little to no guidance
• Knows when to engage TL on individual cases, decisions that affect the team and direction focus
• Comfortable in dealing with change and confident communicating with team leaders as well as teammates
• Proven record of successful coaching to performance across multiple LOBs
• Able to analyze data and identify behavioral trends for complex coaching opportunities (individual and teams)
• Able to implement coaching strategies addressing team’s performance.
• Able to train, mentor outliers
• Knows how to engage with the Coaching Program to assist with coaching best practices and other relevant insights feeding into coaching strategy
• Able to ensure Coach readiness and drive coach engagement for their LOB
• Comfortable in dealing with complex changes and confident communicating with a senior audience (i.e. during key business reviews - WBRs, MBRs, etc.). Focused approach to drive performance with TM. Come with innovative methods to drive TM performance as per their learning curve. Open to support business need and participate to role provided to this individual as per business requirement. Open to work from office (All day) as per business need. Participates in seller meet to share knowledge to improve their business @ eBay when GCX needs to participate. Conducting webinars for sellers as part of GCX team.

Tools

• Expert knowledge of Microsoft Office programs such as Outlook, Excel, Word, PPT
• NICE
• Unify coaching tool knowledge is added advantage.

Behaviour:

• Go getter attitude.
• Honest and open to feedback.
• Energetic and enthusiastic to drive performance in new team.
• Able to bring analytical insights to drive performance.
• High on integrity to drive eBay culture among Team Mates.
• Transparent & effective communication.

Requirements & Qualifications:

• A consistent performer with an excellent performance record, maintained over time.
• Seen as a role model for others.
• Skilled and passionate about coaching and developing teammate capabilities
• Analytically minded, an able troubleshooter adept at analyzing information, diagnosing problems and recommending appropriate solutions to leaders
• Able to work in a fast-paced, multicultural, global organization and to build strong trust-based relationships with colleagues
• Competent in the ability to deliver high levels of performance and service excellence while handling high volume workload in a collaborative team environment
• Be an example of how to effectively promote and adopt change
• Proficient in observable departmental learning needs to the Learning Team (policy / process / tools)
• Capable of demonstrating excellent de escalation skills
• Able to give effective performance feedback and coaching to others to drive performance outcomes.
• Fluent in English, other languages an advantage, please note that languages may be required for specific roles/LOBs
• College degree preferred or equivalent experience /3rd Level qualifications
• You must have 2-3 years of experience managing team performance and/or conducted performance evaluations as part of your regular work) either as a Coach or Team Leader in your current role
• Happy to work from our Mumbai office where requested by the company and understand it will be expected to make occasional visits each quarter to the Mumbai office where needed. (Although the role is mostly work from home we do require this person to be in the Mumbai office at least a few times per quarter).
• You must bring an operations background whether that be from a Customer service Team Lead in Customer Support Centers or having conducted evaluations as a Quality Analyst or Manager but with an operations background.