苏州招聘

As a Senior Supervisor, you will build, develop, and lead a team of employees into a high performing team that meets or exceeds performance goals. Engage and develop your direct reports, foster an open collaborative environment where best practices are shared. Support and drive needs based initiatives through communication, coaching, best practice sharing, and calibrations.


Core Duties
?Review, communicate and coach to daily performance, quality, behavior and attendance standards at the individual and team level. Utilize formal correction action procedures as required. (15%)
?Schedule, prepare and lead the required number of 1:1 coaching and team learning sessions and stand-ups that are interactive, engaging and agent driven based upon developmental needs (15%)
?Complete the required number of case/email/ phone quality reviews per teammate each month. Work cases and escalations as required. (10%)
?Know and support company and departmental procedures; regularly review and ensure that agents follow procedures, process flows and guidelines. (10%)
?Participate in teammate selection, internal talent movement, and training needs assessment and closure of knowledge gaps. This may also include supporting supervisor development initiatives such as teammate internships and team rotations. (15%)
?Establish relationships and engage with other people managers and key stakeholders in the development of new processes, products, and procedures for your designated segment through attendance at meetings and communication with management and other business units; drive to bring complex issues to resolution, influencing at the function/site level. (15%)
?Utilize 70/20/10 model to coach and develop Senior Agents (ICA)/specialists; provide lateral feedback and mentoring to peer and more junior supervisors (15%)
?Operates with minimal supervision as an experienced supervisor with a robust understanding of industry and internal best practices; independently resolves a wide range of issues; Acts as deputy when department manager is on PTO, LOA or sabbatical. (5%)


Requirements
?Strong communication skills in all formats (verbal, written) and ability to effectively communicate with all organizational levels
?Ability to direct and motivate others and effectively delegate to achieve goals
?Demonstrated ability to drive for results (move the needle); Understand and articulate the impact of key metrics to teammate and department results.
?Ability to recognize the need for and lead through change management initiates while maintaining and driving teammate engagement
?Demonstrated advanced knowledge of PayPal operational flows and department workflow and proven innovation in strategic initiatives
?Effective presentation skills
?Effective problem solving skills
?Can anticipate future consequences and trends accurately, possesses a broad knowledge and perspective of the department and is future oriented. Able to articulate credible pictures and visions of possibilities and likelihoods.
Can create competitive and breakthrough strategies and plans (strategic agility).
?Ability to effectively balance company and customer needs to deliver against NPS targets and business goals

eBay (NASDAQ: EBAY) is the world’s most vibrant marketplace for discovering great value and unique selection. eBay connects millions of buyers and sellers around the globe, empowering people and creating opportunity through Connected Commerce. Our vision for commerce is one that is enabled by people, powered by technology and open to everyone. We partner but never compete with our sellers and create stronger connections between buyers and sellers with product experiences that are fast, mobile and secure. As we celebrate our 20th anniversary, we're just as passionate today about connecting buyers and sellers as when we founded the company in 1995. For more information, visit *******************