Service Team Lead

3 days ago

Chengdu, Sichuan, China Beijing Century Joyo Information Technology Co., Ltd. Chengdu Branch Full time
Job Summary

Beijing Century Joyo Information Technology Co., Ltd. Chengdu Branch is seeking a Service Team Lead to oversee the daily operations of our Seller Support team in Chengdu.

Job Description

The Service Team Lead will be responsible for creating a high-performance culture that motivates associates to demonstrate levels of ownership, accountability, and seller advocacy. As a front-line manager of 30 associates, you will provide coaching, guidance, and mentorship to drive achievement of individual and team performance goals. You will also be responsible for providing timely and efficient service to our Sellers by optimizing the productivity of your team, resulting in a perfect Seller Interaction.

Key Responsibilities:

  • Manages performance and behavior of 30 Seller Support Associates through effective 1:1 meetings, coaching, and mentorship.
  • Implements performance goals, monitors, and evaluates against pre-set goals, implementing action plans to resolve performance barriers as needed.
  • Reviews and analyzes performance metrics to identify areas of opportunity that will drive performance improvement.
  • Ensures that Associates have a clear understanding of the performance and behavior criteria and how it impacts site performance and the overall Seller experience.
  • Partners with workforce management to execute daily staffing plans, identifies and reports significant volume and capacity changes, making just-in-time adjustments to ensure staffing requirements are met to achieve service levels goals.
  • Manages schedules, monitors adherence, time-off planning, and attendance in partnership with Workforce Management.
  • Participates in Kaizen events to identify and implement process improvement change initiatives.
  • Conducts Seller interaction audits and provides coaching to improve performance.
  • Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues.
  • Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies, and procedures.
  • Liaises with other departments such as Customer Service, Merchant Investigations, or Payments teams as required to resolve Seller's issues and questions.
Requirements

To be successful in this role, you will need:

  • A minimum of 2 years supervisory experience in a customer service environment, with experience within a contact center preferred.
  • Strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment.
  • Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders.
  • Demonstrates ability to analyze data, using the data to drive decision-making.
  • Fosters a positive team environment and collaboration within the site.
  • Easily approachable, cooperative, and a team player, easily gains the trust and support of Associates and peers.
  • Demonstrates effective, clear, and professional written and oral communication.
  • Strong prioritization and time management skills, with a high degree of flexibility.
  • Ability to embrace constant change with flexibility and good grace.
  • Demonstrate appropriate sense of urgency and adaptability in response to changing business needs.
  • Demonstrates effective communication, composure, and professional attitude.
Salary

We offer a competitive salary range of RMB 250,000 - 350,000 per annum, depending on experience.

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