Call Center Supervisor

Location:

Draper, Utah
Austin, Texas
San Antonio, Texas
Requisition Number:
R0049577

eBay Inc. is a global commerce leader that connects millions of buyers and sellers around the world. We exist to enable economic opportunity for individuals, entrepreneurs, businesses and organizations of all sizes. eBay Marketplaces operates in 190 markets globally!

About the Team:

At the core of everything we do, we ensure that eBay’s customers are front-and-center in all our strategic decisions and that we execute our plans with our customers as our most important priority. The team is comprised of Global Customer Service (GCX), Global Trust, and Global Security and Resiliency organizations, and our Workplace Resources (WPR) function – responsible for eBay’s facilities.

About the Job:

This Call Center Supervisor will lead and support our Customer Support Teammates in the Buyer Seller Experience department, managing across Buy and Sell. The right candidate must have demonstrated leadership abilities, with a proven track record of exceptional performance in leading customer support teams. The ideal applicant will also have the ability to create an atmosphere of trust and unity within the team to drive engagement, excellence and employee satisfaction. The candidate(s) must be driven with a strong a focus on our customer experience partnered with an ability to drive performance and efficiencies!

Responsibilities:

  • Maintain excellent level of collaboration by incorporating a positive attitude, being supportive in words and actions, embodying the core values of eBay
  • Create a great place to work for your team, by leading, motivating & developing team members
  • Responsible for reaching goals/objectives with his or her team, actively driving personal development & skills acquisition, coaching as required
  • Participate in the interview and selection process for new hires within areas of responsibility
  • Administer disciplinary actions according to HR policies. Notify senior management and Human Resources of any issues of concern
  • Leads and develops your team's coach. Hold regular meetings with Coach to discuss team strategy, team/individual performance/trends/strengths/opportunities, process improvement suggestions, etc.
  • Anticipate future demands & develop plans accordingly - communicate any concerns as relevant
  • Chip in to the implementation of workflow process improvements
  • Ensure team members have the information they required to perform their role and understand their part in bringing the strategy to life
  • Ensure your team is adequately prepared for upcoming workflow, systems and/or procedural changes
  • Ability to make sound decisions & required judgment calls
  • Establish relationships with other leaders throughout the organization to ensure excellent information flow and feedback on impacts of process, policy and product changes
  • Work within teams and peers in order to facilitate, enhance and improve eBay Culture and the business environment; ensure collaboration and information exchange takes place on all levels
  • Participate in special projects as needed and perform other duties as assigned
  • Develop and maintain professional working relationships with co-workers and peers
  • Direct and motivate others
  • Supervise Customer Support Teammate activities to ensure critical metrics/standards are met
  • Motivate, coach and reward Teammates in areas such as; Quality, Customer Satisfaction, Adherence, Attendance and other Key Performance Indicators
  • Implement performance management processes for the team by preparing and delivering monthly and annual performance reviews
  • Address performance concerns in a timely manner by following the disciplinary process which can include writing and delivering corrective actions, which could lead up to, and include recommendations on employee separations
  • Conduct regular One on Ones with employees to set and reinforce expectations, develop, motivate and maintain relationships of trust and cooperation
  • Review Quality Assurance data to evaluate performance, analyze trends and provide constructive feedback
  • Conduct weekly huddles and monthly team meetings to deliver key communications, deliver training, build team spirit and provide inspiration and recognition to the team
  • Support the hiring and training process by conducting interviews and making recommendations for hiring decisions
  • Develop and lead an effective team that proactively supports and retains our eBay customers

Requirements:

  • +3 Years Direct Customer Service experience
  • + 3 Years Team Leadership experience
  • Bachelor's Degree Preferred but not required if experience levels are met
  • Candidates with eCommerce experience would be a plus
  • Strong organizational, communication, influencing and problem-solving skills
  • Self-Starter, with demonstrated discipline behaviors and leads by example
  • Customer centric with a passion for the customer experience
  • Strong Communication ability and agility. Communicate through various channels, with daily check ins, coaching, updates and managing the business
  • Understands Cultural differences and works to bring people together
  • High level of proficiency with all business related and communication tools, ie, Zoom, Slack, Outlook etc.
  • Passion for best in class customer service and quality focus
  • Strong ability to lead through change
  • Desire to mentor, manage & develop your employees
  • Positive attitude, the ability to work well with others and to meet and overcome challenges

Benefits:

Benefits are an essential part of your total compensation for the work you do every day. Whether you’re single, in a growing family, or nearing retirement, eBay offers a variety of comprehensive and competitive benefit programs to meet your needs. Including maternal & paternal leave, paid sabbatical, and plans to help ensure your financial security today and in the years ahead because we know feeling financially secure during your working years and through retirement is important.

We love creating opportunities for others by connecting people from widely diverse backgrounds, perspectives, and geographies. So, being diverse and inclusive isn’t just something we strive for, it is who we are, and part of what we do each and every single day. We want to ensure that as an employee, you feel eBay is a place where, no matter who you are, you feel safe, included, and that you have the opportunity to bring your unique self to work. To learn about our Diversity & Inclusion click here: https://www.ebayinc.com/company/diversity-inclusion/

#LI-JG1

eBay Inc. is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status.  If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talent@ebay.com.  We will make every effort to respond to your request for disability assistance as soon as possible.

For more information see:  EEO is the Law Poster and EEO is the Law Poster Supplement

This website uses cookies to enhance your experience. By continuing to browse the site, you agree to our use of cookies

View our privacy policy and accessibility info

Call Center Supervisor

Draper, Utah
Austin, Texas
San Antonio, Texas
Requisition Number R0049577 Subsidiary eBay

eBay Inc. is a global commerce leader that connects millions of buyers and sellers around the world. We exist to enable economic opportunity for individuals, entrepreneurs, businesses and organizations of all sizes. eBay Marketplaces operates in 190 markets globally!

About the Team:

At the core of everything we do, we ensure that eBay’s customers are front-and-center in all our strategic decisions and that we execute our plans with our customers as our most important priority. The team is comprised of Global Customer Service (GCX), Global Trust, and Global Security and Resiliency organizations, and our Workplace Resources (WPR) function – responsible for eBay’s facilities.

About the Job:

This Call Center Supervisor will lead and support our Customer Support Teammates in the Buyer Seller Experience department, managing across Buy and Sell. The right candidate must have demonstrated leadership abilities, with a proven track record of exceptional performance in leading customer support teams. The ideal applicant will also have the ability to create an atmosphere of trust and unity within the team to drive engagement, excellence and employee satisfaction. The candidate(s) must be driven with a strong a focus on our customer experience partnered with an ability to drive performance and efficiencies!

Responsibilities:

  • Maintain excellent level of collaboration by incorporating a positive attitude, being supportive in words and actions, embodying the core values of eBay
  • Create a great place to work for your team, by leading, motivating & developing team members
  • Responsible for reaching goals/objectives with his or her team, actively driving personal development & skills acquisition, coaching as required
  • Participate in the interview and selection process for new hires within areas of responsibility
  • Administer disciplinary actions according to HR policies. Notify senior management and Human Resources of any issues of concern
  • Leads and develops your team's coach. Hold regular meetings with Coach to discuss team strategy, team/individual performance/trends/strengths/opportunities, process improvement suggestions, etc.
  • Anticipate future demands & develop plans accordingly - communicate any concerns as relevant
  • Chip in to the implementation of workflow process improvements
  • Ensure team members have the information they required to perform their role and understand their part in bringing the strategy to life
  • Ensure your team is adequately prepared for upcoming workflow, systems and/or procedural changes
  • Ability to make sound decisions & required judgment calls
  • Establish relationships with other leaders throughout the organization to ensure excellent information flow and feedback on impacts of process, policy and product changes
  • Work within teams and peers in order to facilitate, enhance and improve eBay Culture and the business environment; ensure collaboration and information exchange takes place on all levels
  • Participate in special projects as needed and perform other duties as assigned
  • Develop and maintain professional working relationships with co-workers and peers
  • Direct and motivate others
  • Supervise Customer Support Teammate activities to ensure critical metrics/standards are met
  • Motivate, coach and reward Teammates in areas such as; Quality, Customer Satisfaction, Adherence, Attendance and other Key Performance Indicators
  • Implement performance management processes for the team by preparing and delivering monthly and annual performance reviews
  • Address performance concerns in a timely manner by following the disciplinary process which can include writing and delivering corrective actions, which could lead up to, and include recommendations on employee separations
  • Conduct regular One on Ones with employees to set and reinforce expectations, develop, motivate and maintain relationships of trust and cooperation
  • Review Quality Assurance data to evaluate performance, analyze trends and provide constructive feedback
  • Conduct weekly huddles and monthly team meetings to deliver key communications, deliver training, build team spirit and provide inspiration and recognition to the team
  • Support the hiring and training process by conducting interviews and making recommendations for hiring decisions
  • Develop and lead an effective team that proactively supports and retains our eBay customers

Requirements:

  • +3 Years Direct Customer Service experience
  • + 3 Years Team Leadership experience
  • Bachelor's Degree Preferred but not required if experience levels are met
  • Candidates with eCommerce experience would be a plus
  • Strong organizational, communication, influencing and problem-solving skills
  • Self-Starter, with demonstrated discipline behaviors and leads by example
  • Customer centric with a passion for the customer experience
  • Strong Communication ability and agility. Communicate through various channels, with daily check ins, coaching, updates and managing the business
  • Understands Cultural differences and works to bring people together
  • High level of proficiency with all business related and communication tools, ie, Zoom, Slack, Outlook etc.
  • Passion for best in class customer service and quality focus
  • Strong ability to lead through change
  • Desire to mentor, manage & develop your employees
  • Positive attitude, the ability to work well with others and to meet and overcome challenges

Benefits:

Benefits are an essential part of your total compensation for the work you do every day. Whether you’re single, in a growing family, or nearing retirement, eBay offers a variety of comprehensive and competitive benefit programs to meet your needs. Including maternal & paternal leave, paid sabbatical, and plans to help ensure your financial security today and in the years ahead because we know feeling financially secure during your working years and through retirement is important.

We love creating opportunities for others by connecting people from widely diverse backgrounds, perspectives, and geographies. So, being diverse and inclusive isn’t just something we strive for, it is who we are, and part of what we do each and every single day. We want to ensure that as an employee, you feel eBay is a place where, no matter who you are, you feel safe, included, and that you have the opportunity to bring your unique self to work. To learn about our Diversity & Inclusion click here: https://www.ebayinc.com/company/diversity-inclusion/

#LI-JG1

eBay Inc. is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status.  If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talent@ebay.com.  We will make every effort to respond to your request for disability assistance as soon as possible.

For more information see:  EEO is the Law Poster and EEO is the Law Poster Supplement

This website uses cookies to enhance your experience. By continuing to browse the site, you agree to our use of cookies

View our privacy policy and accessibility info