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Operations Manager
1 month ago
We are seeking a highly skilled and experienced Team Supervisor to join our Seller Support team at Beijing Century Joyo Information Technology Co., Ltd. Chengdu Branch. As a Team Supervisor, you will be responsible for leading a team of 30 associates and providing coaching, guidance, and mentorship to drive achievement of individual and team performance goals.
Key Responsibilities- Team Management: Manage the performance and behavior of 30 Seller Support Associates through effective 1:1 meetings, coaching, and mentorship.
- Performance Goals: Implement performance goals, monitor and evaluate against preset goals, and implement action plans to resolve performance barriers as needed.
- Performance Metrics: Review and analyze performance metrics to identify areas of opportunity that will drive performance improvement.
- Associate Development: Ensure that Associates have a clear understanding of the performance and behavior criteria and how it impacts site performance and the overall Seller experience.
- Staffing and Scheduling: Partner with workforce management to execute daily staffing plans, identify and report significant volume and capacity changes, and make just-in-time adjustments to ensure staffing requirements are met to achieve service levels goals.
- Process Improvement: Participate in Kaizen events to identify and implement process improvement change initiatives.
- Seller Interaction: Conduct Seller interaction audits and provide coaching to improve performance.
- Communication: Maintain a positive and professional demeanor, always portraying the company in a positive light and effectively managing sensitive issues.
- Time Management: Demonstrate excellent time management skills and the ability to work independently while using departmental resources, policies, and procedures.
- Collaboration: Liaise with other departments, such as Customer Service, Merchant Investigations, or Payments teams, as required to resolve Seller's issues and questions.
- Experience: Minimum of 2 years supervisory experience in a customer service environment, with experience within a contact center preferred.
- Interpersonal Skills: Strong interpersonal and communication skills, with the ability to communicate effectively to a wide range of constituencies in a diverse environment.
- Composure: Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders.
- Data Analysis: Demonstrates ability to analyze data, using the data to drive decision making.
- Team Environment: Fosters a positive team environment and collaboration within the site.
- Approachability: Easily approachable, cooperative, and a team player, easily gains the trust and support of Associates and peers.
- Communication: Demonstrates effective, clear, and professional written and oral communication.
- Prioritization: Strong prioritization and time management skills, with a high degree of flexibility.
- Adaptability: Ability to embrace constant change with flexibility and good grace.
- Urgency: Demonstrate appropriate sense of urgency and adaptability in response to changing business needs.
- Attitude: Demonstrates effective communication, composure, and professional attitude.
