Job Description

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 around the world.

Looking for a company that inspires passion, courage and imagination, where you can be part of the team shaping the future of global commerce? Want to shape how millions of people buy, sell, connect, and share around the world? If youre interested in joining a purpose driven community that is dedicated to creating an ambitious and inclusive workplace, join eBay a company you can be proud to be a part of.



About the team:

At the core of everything we do, we ensure that eBays customers are front-and-center in all our strategic decisions and that we execute our plans with our customers as our most important priority.

Job Summary

A Team Leader leads and coaches a service delivery team that helps our customers solve problems in the quickest, simplest, the easiest way possible and makes them feel great about eBay along the way. You build robust teams that deliver results by honoring our customers, each other, and the way we work.

You will

* Lead the Prohibited Items Team
* Lead, drive, encourage, empower, and mentor your team, individually and collectively, towards achieving extraordinary customer service
* Manage your operations reviewing reports & dashboards around customer service and employee engagement, determining root cause, and building & executing action plans
* Partner across GCX with various organizations (within your line of business, across lines of business, workforce management, CS tech, mentor & quality, and others) to reach our organizational goals
* Demonstrate and develop your coaching a partner to help boost teammate efficiency and performance
* Stay close to the voice of the customer using side-by-sides and issues as both teaching moments within your team and learning moments to anticipate & raise customer needs
* Host regular one-on-ones with each teammate individually to learn how they are doing and feeling, discuss goals & priorities, address questions they may have, allow them to share observations or new takeaways, and provide coaching around performance & career development
* Deliver consistent performance accountability and mentor; when vital moving to corrective action
* Lead weekly huddles and team meetings that focus your teammates on key performance metrics, improve team collaboration, and prepare them for new challenges and upcoming changes to the business
* Handle customer issues



You are Someone who:

* Is passionate about the customer experience and delivering customer-centric solutions (customer focus)
* Proactively seeks & drives controllable changes in themselves and the team while passionately advancing and influencing broader changes needed to improve the teammate and customer experience (owner mentality)
* Consistently achieves or exceeds results even under tough circumstances (gets results)
* Develops people to meet both their career goals and the organizations goals (develops talent)
* Builds a climate where people are motivated to do their best to help the organization achieve its objectives and understand the team's impact on the business (drives engagement)
* Plans & prioritizes work needed to achieve high customer satisfaction and employee engagement (plans & aligns)
* Loves implementing and creating new and better ways for the team and organization to be successful (cultivates innovation)
* Demonstrate sophisticated, high volume, & sometimes contradictory information to effectively solve problems (handles complexity)
* Uses feedback and reflection to gain insight into personal strengths and opportunities (demonstrates self-awareness)
* Actively learns through experimentation using both successes and failures as learning fodder (nimble learning)



Tools

* Microsoft Office Tools such as Outlook, Excel, Word, and PowerPoint
* Employee Engagement Survey
* Workday / Kronos
* Reporting tools such as BIX and Tableau
* Contact center tools such as NICE, SHADE, and VOC
* Solid understanding of all eBay Tools, Products, Policies and other related topics



Qualifications

* Prior experience managing & leading direct reports and/or examples of effective leadership of teams
* 3+ years of customer service experience
* Prior experience in contact center preferred
* BS/BA degree or educational equivalent preferred
* Demonstrate knowledge of fraud & violation trends to draw logical conclusions
* Strong eye for business and financially responsible
* Prefer candidate to have at least 2 years of back office experience to be considered for this position.

Benefits are a crucial part of your total compensation for the work you do every day. Whether youre 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 isnt 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 eBays Diversity & Inclusion click here: https://www.ebayinc.com/company/diversity-inclusion/

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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