Supervisor, Customer Experience

Job description

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 you’re 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.

Responsibilities:

Coach, supervise and support a team of 15-20 Customer Experience agents in our Call Center Responsible for mentoring team members and promoting individual development through the use of individual development plans for each member of the team Utilize structured approach to coach, motivate, and reward team members to promote strong KPI performance in key areas: iNPS, Customer Satisfaction, Resolution, Adherence, Attendance Utilize data and reporting to monitor agent productivity Analyze impacts to service levels and trends; provide constructive feedback and recommendations Provide hands-on support and guidance to team members handling escalations Provide individual support through 1 on 1s to coach, develop, motivate as well as enhance and maintain relationships of trust and cooperation Act as a culture ambassador; actively embody the StubHub cultural values while encouraging others to do the same Encourage and promote decision making and accountability at all levels Promote and support agent empowerment using StubHub tools Support the hiring and training process by conducting interviews and making recommendations for hiring decisions Appropriately give and be open to receive feedback to/from team and coworkers Actively work to remove barriers to agent success Be attentive to and work to understand the views of others Other projects, reporting and tasks as assigned to support individual development

Competencies:

Strong ability to coach, motivate, inspire and empower others to strive for excellence Dedicated to meeting the expectations and requirements of internal and external customers Possess excellent time management skills Must be flexible and adaptable to effectively cope with an ever changing environment Strong familiarity with internal tools and site functionality of StubHub’s products and service Strong problem solving and decision making abilities   Possesses the interpersonal skills necessary to communicate effectively in any situation Comfortable taking the initiative to get things done without waiting for direction Strong written and verbal communication skills with a focus on effectively communicating to accomplish daily tasks

Supervisory Responsibility:

This position is responsible for coaching, supervising and supporting a team of 15-20 Customer Experience agents.

Work Environment:

At StubHub, we act as one team in the pursuit of connecting people through inspiring event experiences. Our environment is high energy, very busy and a lot of fun. Whether we are helping a fan attend their first Broadway show, finding the perfect tickets to that once in a lifetime game or partnering with the hottest new music artist, we go above and beyond to ensure our customers have an amazing experience!

Physical Demands:

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit, stand; walk; use hands to finger, handle or feel; and reach with hands and arms. 

Position Type and Expected Hours of Work:

This is a full-time position requiring flexibility in terms of schedule. Nights and/or weekends may be required based on the needs of the business.  

Travel:

No travel expected for this position, but it may be offered periodically.

Qualifications:

Internal applicants must show a 6 month, or longer, tenure in their current position. Completion of CS training is also required. Internal applicants must be currently meeting or exceeding KPIs for at least 2 months.

Preferred Education and Experience:

Bachelor degree or equivalent experience required 1-2 years of supervisory experience in a call center is preferred Experience working with Siebel is desirable Demonstrated analytical skills, as well as strong verbal and written communication skills Demonstrated leadership and influential capabilities Proficient in functional/technical skills; Internet applications, office applications, internal tools Ticket brokerage experience a plus

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

 is a Subsidiary of eBay.