Real Time Manager

Location:

Dublin, Dublin, Ireland
Requisition Number:
R0055005

Looking for a company that inspires passion, courage and creativity, where you can be on the team shaping the future of global commerce? Want to shape how millions of people buy, sell, connect, and share around the world? If you’re interested in joining a purpose driven community that is dedicated to crafting an ambitious and inclusive work environment, join eBay – a company you can be proud to be with.

Role Overview

At the core of everything we do, we ensure that eBay’s customers are front-and-center in all our decisions, and we implement our plans with our customers as our most important priority. As the Real Time Manager in the Global Customer Experience (GCX) team, you will play an integral role in delivering the operational contact centre metrics through real time management for all of our channels for on the day management of BAU teammates schedules and shift patterns.

Supporting our Global Service Delivery teams to drive delivery of all operational SLA’s including Telephony, Chat, Email both onshore and offshore. You'll also support on any service impacting incident ensuring full mitigation and communication is provided until resolution.

The work you do will positively impact the lives of millions of buyers and sellers around the globe.

About the Role

  • Accountable for the execution of the Real Time team’s performance, to manage on the day, working across GSD to deliver against internal KPI’s / SLA’s, contractual requirements, offline activity and overall resourcing and work closely with the incident management teams.
  • Report on strategic metrics, focussing on teammate availability, adherence to schedule and off phone time and provide guidance in the day to enable proactive improvements.
  • Execute our incident management playbook and partner with CSTech, GSD and Leadership teams on all outcomes.
  • Collaborate with outsource partners to ensure resources are optimised across sites and to drive efficient operational performance for all teams.
  • Work with the Short Term Planning team to ensure accurate forecasting assumptions are built into the schedules and we have the right people in the right place at the right time and problem solving for any anomalies.
  • Monitor performance and resource assumptions, take pro-active measures in line with our playbook to ensure that all projections are accurate and aligned to current operational capabilities, advancing where appropriate.
  • Maintain an accurate insight detailing the reason for variance to forecast for all operational metrics and document any changes made to improve performance
  • Work with broader planning teams to stay aligned and accuracy in our planning

About You

  • Strong eye for business. The ability to relate Real Time processes and objectives to broader business issues and vice versa.
  • Superb attention to detail and able to explain variance to the plans, root cause ,and complete back-to-green plans.
  • Excellent communication and engagement skills ensuring you can complete simply and at pace
  • Excellent analytical skills. Can think systemically and precisely and playback full impact analysis
  • Working knowledge of Real Time systems and tools in a multichannel environment
  • Good decision-making capability, knows how to drive decision making in the organization
  • 3+ years of experience in Real Time Management
  • Ability to influence peers and senior leaders

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.

Here at eBay, 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 eBay’s Diversity & Inclusion click here: https://www.ebayinc.com/company/diversity-inclusion/

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. Jobs posted with location as "Remote - United States (Excludes CO, HI, NM)" excludes Colorado, Hawaii and New Mexico.

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

Real Time Manager

Dublin, Dublin, Ireland Requisition Number R0055005

Looking for a company that inspires passion, courage and creativity, where you can be on the team shaping the future of global commerce? Want to shape how millions of people buy, sell, connect, and share around the world? If you’re interested in joining a purpose driven community that is dedicated to crafting an ambitious and inclusive work environment, join eBay – a company you can be proud to be with.

Role Overview

At the core of everything we do, we ensure that eBay’s customers are front-and-center in all our decisions, and we implement our plans with our customers as our most important priority. As the Real Time Manager in the Global Customer Experience (GCX) team, you will play an integral role in delivering the operational contact centre metrics through real time management for all of our channels for on the day management of BAU teammates schedules and shift patterns.

Supporting our Global Service Delivery teams to drive delivery of all operational SLA’s including Telephony, Chat, Email both onshore and offshore. You'll also support on any service impacting incident ensuring full mitigation and communication is provided until resolution.

The work you do will positively impact the lives of millions of buyers and sellers around the globe.

About the Role

  • Accountable for the execution of the Real Time team’s performance, to manage on the day, working across GSD to deliver against internal KPI’s / SLA’s, contractual requirements, offline activity and overall resourcing and work closely with the incident management teams.
  • Report on strategic metrics, focussing on teammate availability, adherence to schedule and off phone time and provide guidance in the day to enable proactive improvements.
  • Execute our incident management playbook and partner with CSTech, GSD and Leadership teams on all outcomes.
  • Collaborate with outsource partners to ensure resources are optimised across sites and to drive efficient operational performance for all teams.
  • Work with the Short Term Planning team to ensure accurate forecasting assumptions are built into the schedules and we have the right people in the right place at the right time and problem solving for any anomalies.
  • Monitor performance and resource assumptions, take pro-active measures in line with our playbook to ensure that all projections are accurate and aligned to current operational capabilities, advancing where appropriate.
  • Maintain an accurate insight detailing the reason for variance to forecast for all operational metrics and document any changes made to improve performance
  • Work with broader planning teams to stay aligned and accuracy in our planning

About You

  • Strong eye for business. The ability to relate Real Time processes and objectives to broader business issues and vice versa.
  • Superb attention to detail and able to explain variance to the plans, root cause ,and complete back-to-green plans.
  • Excellent communication and engagement skills ensuring you can complete simply and at pace
  • Excellent analytical skills. Can think systemically and precisely and playback full impact analysis
  • Working knowledge of Real Time systems and tools in a multichannel environment
  • Good decision-making capability, knows how to drive decision making in the organization
  • 3+ years of experience in Real Time Management
  • Ability to influence peers and senior leaders

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.

Here at eBay, 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 eBay’s Diversity & Inclusion click here: https://www.ebayinc.com/company/diversity-inclusion/

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. Jobs posted with location as "Remote - United States (Excludes CO, HI, NM)" excludes Colorado, Hawaii and New Mexico.

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