Coach, GC MSO team

The Coach, GC MSO team drives performance improvement through integrated and real-time coaching, supporting Team Leaders and Managers. This role involves coaching Teammates on core behaviors, job knowledge, and customer interaction metrics. The Coach acts as a Subject Matter Expert on policies, products, and de-escalation techniques, mentors new hires, and collaborates with QA and Learning teams to identify performance gaps. They also assist team leaders with projects and process optimization.

Must Have

• Drive performance improvement through coaching
• Coach Teammates on behaviors and job knowledge
• Perform real-time and scheduled coaching sessions
• Mentor new hires for production transition
• Serve as Subject Matter Expert on policies and tools
• Keep up-to-date with product and policy changes
• Assist team leader with projects and process optimization
• Minimum 3 years customer support experience
• Minimum 1 year formal/informal coaching experience
• Proficiency in Mandarin and English
• Ability to read Cantonese

Position Summary

Coach is responsible to drive performance improvement through integrated and real-time coaching. The role of a Coach will support the Team Leader and Manager by coaching Teammates on the Basics as well as motivating them to become the best. The Coach will serve as a Subject Matter Expert on the team in various areas such as knowledge, product/policy changes, productivity, resolution, and satisfaction techniques as we all as how to de-escalate calls. They will also serve as new hire mentor to help them acclimate to the team.

Responsibilities

• Drive eBay’s Cultural Values and ensure teammates demonstrate these in every interaction.
• Coach Teammates on Behaviors, Action Plan, job knowledge to improve customer and productivity metrics.
• Perform integrated coaching on customer interactions in real-time, on-the spot, day to day workflows.
• Perform scheduled coaching - formal coaching focusing on the Action Plan is used to coach Teammate behaviour.
• Mentors Teammates to ensure a smooth transition from the learning environment to daily production.
• Provides feedback to the right groups updated with appropriate information (Customer Insights, Content, KB, Help pages, documenting trends in coaching sessions)
• Work with the QA and Learning teams to help identify gaps and/or trends to enhance performance of the teammates.
• Summarize findings and recommendations and forward to team leader and managers to use in performance assessments.
• Develop self as Subject Matter Expert and Change Champion: Serve as valuable resource of information and influencer when it comes to Policy / Process / Tools and other related topics.
• Keep up to date with knowledge and upcoming changes in Tools, Product, Policy and other related. Topics.
• Be an example of effectively promoting and adopting change
• Assist team leader on team’s work including lead new/existing projects/programme, process design/optimize, cross function communication, staffing and other duties assigned by team leader

Position Qualifications

• 3+ years of customer support experience required and 1+ years experience in formal / informal coaching.
• Proficient in both Mandarin and English speaking, writing and reading, can read Cantonese.
• Skilled and passionate about coaching and developing teammate capabilities.
• Strong analytical mind-set, able trouble-shooter adept at analyzing information, diagnosing problems and recommending appropriate solutions to leaders.
• Demonstrated ability to work in a fast-paced, multi-cultural, global organization and to build strong trust-based relationships with colleagues.
• Ability to deliver high levels of performance and service excellence while managing high volume workload in a collaborative team environment.
• Be an example of effectively promoting and adopting change.
• Excellent de-escalation skills.
• Highly effective decision making skills.