Operations Manager at eBay

La Libertad, La Libertad, El Salvador

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

E-commerceIndustries

Requirements

Bachelor’s degree in business administration or related fields
Demonstrated experience in a role as a call center manager or an equivalent position
8+ years’ experience in a similar role
Proficiency in English - Advanced
Able to manage large-scale operations
Experience in working with Work Force Management including areas such as reporting, forecasting, and scheduling
Proven experience in process improvement/ Customer Focus, B2B/B2C, business relationship, hiring process
IVR & Call Center Technology, CRM and any other call center technologies

Responsibilities

Determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; defining user requirements; establishing technical specifications, and productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews
Work with Quality Assurance and Training department to ensure expectations are aligned
Ensure reporting, forecasting, and scheduling support SLAs
Achievement of intraday, daily, weekly, and monthly SLA targets
Maintain and improve call center operations by monitoring system performance; identifying and resolving problems; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades
Establish a high standard for productivity, quality, customer service as well as define user guidelines
Review and manage costs to meet and improve on agreed budgetary limits
Oversee company systems for customer interaction and voice response and control the implementation process
Aid human resources department in recruitment process by interviewing potential hires and outlining clear job expectations
Prepare annual budget after estimating necessities, correcting overspending, analyzing cost variance, and scheduling expenses
Collect, prepare, and analyze call center trends, KPIs, and data for regular performance reports
Oversee system maintenance and upgrade implementation
Call for repairs and troubleshooting as needed
Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in team projects

Skills

CRM

Capacity Planning

Performance Reviews

Cost/Benefit Analysis

Forecasting

Scheduling

Budget Management

SLA Management

Quality Assurance

Process Improvement

System Audits

Recruitment

eBay

Global online marketplace for buying and selling

About eBay

eBay is an online marketplace where individuals and businesses can buy and sell a wide range of products, including electronics, fashion, and collectibles. Users can list items for auction or use the 'Buy It Now' option for immediate purchases. eBay stands out from competitors with its vast selection, user-friendly interface, and strong buyer and seller protections, including free shipping on many items. The company's goal is to facilitate seamless transactions while generating revenue through transaction fees, advertising, and subscription services.

San Jose, CaliforniaHeadquarters

1995Year Founded

$6.5MTotal Funding

IPOCompany Stage

Consumer Software, Consumer GoodsIndustries

10,001+Employees

Benefits

Health Insurance

401(k) Company Match

Paid Vacation

Parental Leave

Risks

Niche e-commerce platforms like StockX and Poshmark may draw away eBay's customers.

Social media platforms with shopping features could divert traffic from eBay.

Direct-to-consumer brands bypassing marketplaces may reduce eBay's seller base.

Differentiation

eBay offers a unique auction-style listing alongside 'Buy It Now' options.

The platform provides robust buyer and seller protections, enhancing trust in transactions.

eBay's vast product selection includes new, refurbished, and second-hand items.

Upsides

eBay's acquisition of GSI Commerce strengthens its position as a global commerce partner.

The rise of social commerce offers eBay opportunities to integrate social shopping features.

Increased focus on sustainability aligns with eBay's refurbished and second-hand product categories.

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