Supervisor, GC MSO team

A Supervisor leads and coaches a service delivery team that helps our top business customers solve problems in the quickest, simplest, easiest way possible …and make them feel great about eBay along the way. You build high performing teams that deliver results by honouring our customers, each other, and the way we work.

This person will be responsible and have the attributes to perform in the following key areas.

Customer Development

• Customer Centric thought process with the ability to listen to customer needs, synthesize, and develop a strategy for improved business performance.
• Excellence at deploying product, policy, or process change to ensure our customers and front-line teammates are prepared and successful.
• Experience improving Customer Satisfaction Scores through improvement in front line teammate development, process improvement, and tool development.
• Partner with Business Units to implement improvements for our customers.

Employee Development

• Passion for the training and development of each employee.
• Improve overall employee satisfaction scores and improve overall attrition rates Intense focus on developing Direct Reports and enabling them to thrive.

Leadership

• Passion for challenging the status quo, take appropriate risks, and be provocative
• Excellent influence and engagement with peers around the world, and have the ability to work with Business Units in an effective and productive way
• Lead change in ways that motivate and inspire others.

Job Requirements

This person must have experience in leading and managing large customer service team. Experience in a contact center and/or ecommerce industry is desired. The ideal candidate will have a blend of the following in their background:

• 3 years + operational leadership experience in a customer service environment
• Bachelor degree or above.
• Proficient in both Mandarin and English speaking, reading and writing.
• Rich experience in global and cross-functional organizations
• Excellent customer centric service philosophy and understanding of the challenges in providing a world class customer experience while controlling costs in a growth environment.
• A successful track record in achieving and exceeding customer service goals in a high growth business.
• Excellent communication and influencing skills.
• Phenomenal execution and get things done.
• Process/operational improvement background (Six Sigma/Lean certifications) is desired.

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