Team Coach - Customer Service at eBay

Mumbai, Maharashtra, India

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

EcommerceIndustries

Requirements

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

Responsibilities

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
Apply eBay’s coaching model: Drive performance improvements by partnering with 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 succeed
Listen carefully to team and work with them to clearly define expectations from coaching conversations and action plans
Review team’s action plans to ensure alignment with operational direction, identify actions that drive right outcomes, and learn from successes to demonstrate in coaching
Influence and inspire team and colleagues towards common goal to drive operational improvements for LOB
Drive eBay’s core values and advocate for GCX mission and culture
Complete required number of monthly quality evaluations to identify root cause of QA behavioural opportunities and prepare for coaching sessions
Review Scorecard, VOC, NICE recordings, quality evaluations, and other data sources to capture connected insights on teammates’ strengths and opportunities
Attend and engage in quality calibrations for LOB
Retain subject matter expertise in LOB: Take escalations; allow teammates to observe customer interactions; engage in queue work during high-peak times; serve as role model and change champion
Attend trainings to stay up to date with knowledge and changes in tools, product, policy, etc
Participate and share insights in regular business reviews (e.g., WBRs, MBRs)
Complete assigned administrative tasks (e.g., credits, claims approvals, roster, managing pulse)
Review daily stats with TM in huddle; calibrate with TM to discuss SR in huddle

Skills

Coaching

Performance Improvement

Customer Service

Action Planning

SMART Goals

Data Analysis

Team Leadership

Relationship Building

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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