Coach, GC MSO team

26 Minutes ago • 3 Years +

Education

Job Description

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

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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.