Team Leader

2 weeks ago

Chengdu, Sichuan, China Beijing Century Joyo Information Technology Co., Ltd. Chengdu Branch Full time
Job Title: Team Supervisor

At Beijing Century Joyo Information Technology Co., Ltd. Chengdu Branch, we are seeking a highly skilled Team Supervisor to join our Seller Support team. As a Team Supervisor, you will be responsible for creating a high-performance culture that motivates associates to demonstrate levels of ownership, accountability, and seller advocacy that enable a remarkable Seller experience.

Key Responsibilities:
  • Manage the performance and behavior of 30 Seller Support Associates through effective 1:1 meetings, coaching, and mentorship.
  • Implement performance goals, monitor, and evaluate against preset goals, implementing action plans to resolve performance barriers as needed.
  • Review and analyze performance metrics to identify areas of opportunity that will drive performance improvement.
  • Ensure that Associates have a clear understanding of the performance and behavior criteria and how it impacts site performance and the overall Seller experience.
  • Partner with Workforce Management to execute daily staffing plans, identify, and report significant volume and capacity changes, making just-in-time adjustments to ensure staffing requirements are met to achieve service levels goals.
  • Manage schedules, monitor adherence, time-off planning, and attendance in partnership with Workforce Management.
  • Participate in Kaizen events to identify and implement process improvement change initiatives.
  • Conduct Seller interaction audits and provide coaching to improve performance.
  • Maintain a positive and professional demeanor, always portraying the company in a positive light and effectively managing sensitive issues.
  • Demonstrate excellent time-management skills and the ability to work independently while using departmental resources, policies, and procedures.
  • Liaise with other departments, such as Customer Service, Merchant Investigations, or Payments teams, as required to resolve Seller's issues and questions.
Requirements:
  • Minimum of 2 years supervisory experience in a customer service environment, 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.
Preferred Qualifications:
  • Solution-focused, with passion for people leadership and a drive to nurture a culture of innovation reinforcing the value of the Amazon leadership principles. Excels at providing coaching and mentoring to others with a goal of achieving success. Advocate for Associate engagement, fostering teamwork and collaboration towards achieving team goals. The ideal candidate will have a demonstrated ability to lead by example, motivate others to excellence, and insist on the highest standards around performance, behaviors, and Seller interactions.

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