Partner Performance Specialist (f/m/d)

Location:

Dreilinden, Germany
Requisition Number:
R0042233

Partner Performance Specialist - DE Premium Services & Social Media (f/m/d)

The Partner Performance Specialist DE Premium Services & Social Media holds, coordinates and provides all necessary knowledge and information regarding processes and requirements to support eBay strategic partners during the planning, ramp up and especially production phases as well as being the central operational coordination point for day-to-day business.

This role analyses documents & reviews all relevant metrics regarding Customer Experience, processes and volumes as well as supporting procedures used within the departments. Having evaluated these metrics, the Partner Performance Specialist will provide Management with information on volumes and critical metrics, as well as recommendations for process improvements, mitigations or solutions if necessary. They will also independently initiate corrective actions as appropriate in close collaboration with the partner teams and internal stakeholders.

This role plays a critical role in ensuring the daily partner operations (“run the business”). They will work closely with external partners and internal stakeholder, ensuring best-in-class Customer Experience and highest efficiency.

Key focus areas in 2020 that are aligned to our strategic priorities are the flawless onboarding of new partner locations, the creation and maintenance of storyboards and the successful launch of new contact channels.

This role requires a high degree of proactivity, coupled with analytical skills, a problem-solving mentality, attention to detail and a passion for customer satisfaction.

Responsibilities

Partner Coordination

Coordinate several external partners daily, monitoring queues and work types and assign capacity, if needed.

Analysis

Continuously analyse performance metrics (such as AHT, Transfer Rates, Volumes, CSAT, RES, Recontact Rate) and identify drivers/trends/Root Causes. Create Reports, regular and ad hoc, for the Management Team.

Process improvement

Identify and implement process improvements that lead to either improved CX or improved efficiency.

Internal Coordination & Best Practice Sharing

Coordinate and share best practice with other internal LOBs and departments, such as GPM, WFM, GLPS, Self-service etc.

Admin

Carry out regular and ad-hoc admins tasks for external employees, such as filing trace tickets, extend accounts etc.

Requirements

Problem Solving

A solution-oriented mentality with a “can do” attitude.

Customer Obsession

Knows our product very well, always puts the customer in the center. Has a strong desire to build a world class customer experience.

Analytical Skills

Ability to analyse data, identify trends, patterns and relationships, deriving defined actions.

Communication Skills

Ability to adapt communication to the audience, quick and clear communicator with excellent interpersonal skills.

Presentation Skills

Knows how to present complex data and complex correlations in a short ppt.

Positive Resilience

Can work with a positive mentality under pressure with multiple priorities.

Quality

Has a good understanding of quality concepts and how quality can be balanced with efficiency.

Self-Starting Personality

Be able to work independently with little guidance, proactively identify areas that need attention and address issues.

Knowledge/Experience

  • 2yrs+ experience working in a Contact Center / Customer Service Role, Experience with Operational Background or related field (WFM, RTM, KM) a plus.
  • Knowledge of CS Teammate Tools, MS Office (especially Excel), Call Center Infrastructure (IVR, ACD, but also Help Hub). Preferred: Knowledge of Reporting Tools (BIX/MicroStrategy, Tableau).
  • Fluent German is required

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

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View our privacy policy and accessibility info

Partner Performance Specialist (f/m/d)

Dreilinden, Germany Requisition Number R0042233 Subsidiary eBay

Partner Performance Specialist - DE Premium Services & Social Media (f/m/d)

The Partner Performance Specialist DE Premium Services & Social Media holds, coordinates and provides all necessary knowledge and information regarding processes and requirements to support eBay strategic partners during the planning, ramp up and especially production phases as well as being the central operational coordination point for day-to-day business.

This role analyses documents & reviews all relevant metrics regarding Customer Experience, processes and volumes as well as supporting procedures used within the departments. Having evaluated these metrics, the Partner Performance Specialist will provide Management with information on volumes and critical metrics, as well as recommendations for process improvements, mitigations or solutions if necessary. They will also independently initiate corrective actions as appropriate in close collaboration with the partner teams and internal stakeholders.

This role plays a critical role in ensuring the daily partner operations (“run the business”). They will work closely with external partners and internal stakeholder, ensuring best-in-class Customer Experience and highest efficiency.

Key focus areas in 2020 that are aligned to our strategic priorities are the flawless onboarding of new partner locations, the creation and maintenance of storyboards and the successful launch of new contact channels.

This role requires a high degree of proactivity, coupled with analytical skills, a problem-solving mentality, attention to detail and a passion for customer satisfaction.

Responsibilities

Partner Coordination

Coordinate several external partners daily, monitoring queues and work types and assign capacity, if needed.

Analysis

Continuously analyse performance metrics (such as AHT, Transfer Rates, Volumes, CSAT, RES, Recontact Rate) and identify drivers/trends/Root Causes. Create Reports, regular and ad hoc, for the Management Team.

Process improvement

Identify and implement process improvements that lead to either improved CX or improved efficiency.

Internal Coordination & Best Practice Sharing

Coordinate and share best practice with other internal LOBs and departments, such as GPM, WFM, GLPS, Self-service etc.

Admin

Carry out regular and ad-hoc admins tasks for external employees, such as filing trace tickets, extend accounts etc.

Requirements

Problem Solving

A solution-oriented mentality with a “can do” attitude.

Customer Obsession

Knows our product very well, always puts the customer in the center. Has a strong desire to build a world class customer experience.

Analytical Skills

Ability to analyse data, identify trends, patterns and relationships, deriving defined actions.

Communication Skills

Ability to adapt communication to the audience, quick and clear communicator with excellent interpersonal skills.

Presentation Skills

Knows how to present complex data and complex correlations in a short ppt.

Positive Resilience

Can work with a positive mentality under pressure with multiple priorities.

Quality

Has a good understanding of quality concepts and how quality can be balanced with efficiency.

Self-Starting Personality

Be able to work independently with little guidance, proactively identify areas that need attention and address issues.

Knowledge/Experience

  • 2yrs+ experience working in a Contact Center / Customer Service Role, Experience with Operational Background or related field (WFM, RTM, KM) a plus.
  • Knowledge of CS Teammate Tools, MS Office (especially Excel), Call Center Infrastructure (IVR, ACD, but also Help Hub). Preferred: Knowledge of Reporting Tools (BIX/MicroStrategy, Tableau).
  • Fluent German is required

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