Team Lead

1 week ago

Chengdu, Sichuan, China Beijing Century Joyo Information Technology Co., Ltd. Chengdu Branch Full time
About the Role

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.
Requirements
  • Experience: Minimum of 2 years supervisory experience in a customer service environment, with experience within a contact center preferred.
  • Interpersonal and Communication Skills: Strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment.
  • Analytical Skills: 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 and Time Management: Strong prioritization and time management skills, with a high degree of flexibility.
  • Adaptability: Ability to embrace constant change with flexibility and good grace.
  • Urgency and Adaptability: Demonstrate appropriate sense of urgency and adaptability in response to changing business needs.
  • Communication, Composure, and Professional Attitude: Demonstrates effective communication, composure, and professional attitude.

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