Ebay GCPO APAC Team Leader Malaysia, Sarawak 642380482
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Customer Experience Excellence : Champion exceptional customer experiences across internal teams and external partners, ensuring high satisfaction and quality standards.
Performance Leadership : Monitor, analyze, and optimize performance metrics to meet or exceed customer service and partner goals.
Team & Partner Development : Lead, mentor, and coach internal teammates, while also building strong engagement with outsourcing partners to ensure consistent operational standards.
Operational & Business Planning : Anticipate demands, support business planning activities, and implement process improvements to enhance efficiency and scalability.
Change Leadership : Guide teams and partners through change, ensuring smooth adoption of new processes, systems, and policies.
Problem Solving & Innovation : Identify trends, troubleshoot issues, and recommend improvements that drive operational and customer experience excellence.
Relationship Management : Act as the main point of contact for partners on performance and customer experience concerns, maintaining strong collaborative relationships through regular reviews.
Flexibility in Coverage :
What You Will Bring
Leadership & Motivation : Proven ability to inspire, empower, and develop individuals and teams, fostering a culture of accountability and high performance.
Customer & Partner Focus : Strong passion for customer service, with a successful track record of exceeding operational or partner performance goals.
Analytical Expertise : Skilled in analyzing performance data, identifying trends, and formulating actionable recommendations.
Communication Skills : Excellent verbal and written communication, presentation, and negotiation skills, with the ability to engage effectively across all levels.
Technical Proficiency : Advanced knowledge of relevant systems (including GCPO) and ability to translate metrics into day-to-day team and partner performance.
Change Agility : Ability to adapt quickly, lead through uncertainty, and balance the needs of customers, the business, and partners.
Flexibility & Mobility : Comfortable working non-standard hours when needed and willing to travel internationally to partner sites.
Language Skills :
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