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NACE Coach eBay

  • 30 May 2013 10:18 AM
    Message # 1305424
    Deleted user

    Apply Online at: www.ebaycareers.com

    This is an entry-level leadership position that helps drive performance improvement through integrated and real-time coaching. The role of a Coach will support the Team Leader and Manager by coaching Teammates on the Brilliant Basics as well as motivating them to become the best. The Coach will serve as a Subject Matter Expert on the team in various areas such as knowledge, product/policy changes, productivity, resolution, and satisfaction techniques as we all as how to de-escalate calls. They will also serve as new hire mentor to help them acclimate to the team. This role requires moderate supervision.
    ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

    * Preparation: Uses the individual’s development assessment to prioritize what to coach
    • Partner with Team Leader on team / individual trends
    • Use of playbook and development guide to determine course
    • Coordinates with department Team Leaders and Managers to ensure appropriate number of quality reviews are performed for each Teammate
    • Develops job aides and other tools to assist Teammates in improving overall quality of customer interactions
    * Integrated coaching on customer interactions in real-time, on-the spot, day to day workflows
    • Coach Teammates on job knowledge, productivity metrics, Resolution, and SAT best practices

    * Scheduled coaching - formal coaching following the Quality form where the evaluation of a past call or other interaction is reviewed and is used to coach Teammate behavior
    • Mentors newly hired Teammates to ensure a smooth transition from the learning environment to daily production
    • Conducts quality reviews of teammate’s performance within functionally specific departments to ensure quality service goals and standards are met. Brilliant Basics achieved.
    * Customer-facing work
    • Keep up to date with knowledge and self-development
    • Remain up to date with the Voice of the Customer by working in the queues and serving as secondary support for escalation
    • Serve as a Change Champion within the team when it comes to Tools, Product/Policy and other related topics
    • Time “out on the floor” available to Teammates – allows other Coaches to focus on the 121 coaching


    * Provides feedback to the right groups updated with appropriate information (Customer Insights, Content, Knowledge Base, Help pages, documenting trends in coaching sessions)

    • Feedback loop into Learning – Filtering observable departmental learning needs to the Learning organization (training effectiveness), departmental Policy / Process / Tools needs
    • Summarizes findings and recommendations and forwards to supervisor to use in performance assessments
    • Work with the Quality Assurance and Learning teams to help identify gaps and/or trends to enhance performance of the teammates
    • Shares best practices amongst peers
    * Recognition to Teammates with the right behaviors – celebrate the “best of the day” or “best improvement of the day” (included in 121 coaching)
    · Help drive employee engagement within the team by supporting motivational activities 

    Job Requirements

    • 4+ years customer support experience required
    • 1 +years coaching or training experience required, preferably both. Please indicate years of experience with both on your resume. Coaching experience would include but is not limited to; coaching peers on different calls, taking escalation calls, assisting new hires, etc.
    • Secondary education preferred. Please indicate highest level of education completed
    • Experience working in a Call Center preferred
    • Learns quickly when facing new problems, open to change, and analyzes successes and opportunities to identify areas of improvement.
    Demonstration of the following attributes:
    • Passionate about coaching and training peers to be successful
    • Continual focus on improving the customer experience through coaching and training excellence. Demonstrated dedication in exceeding the expectations of our internal and external customers. Maintains focus on driving customer resolution and satisfaction.
    • Effectively communicates in 1:1 settings and large groups. Must have strong classroom management skills and demonstrates flexibility in adjusting training to meet the needs of learners. 
    • Enjoys working hard as an individual and as a team member; open to feedback and ongoing improvement. 
    • Builds rapport easily across all job levels, works well with others, comes up with new and unique ideas and connects them to the bigger picture


     Follow the link to apply: http://jobs.ebaycareers.com/austin/customer-support/jobid3648175-nace-coach-ebay-jobs

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