Coach

6 months ago

กรงเทพมหานคร, Thailand eBay Full time

At eBay, we're more than a global ecommerce leader — we’re changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. We’re committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts.

Our customers are our compass, authenticity thrives, bold ideas are welcome, and everyone can bring their unique selves to work — every day. We're in this together, sustaining the future of our customers, our company, and our planet.

Join a team of passionate thinkers, innovators, and dreamers — and help us connect people and build communities to create economic opportunity for all.

Drive eBay’s Cultural and operational values and ensure teammates demonstrate these in every interaction, build and maintain strong, trust based relationships with partners at all levels.

**Coaching**:
Use eBay’s coaching model to:

- Drive performance improvements for your team by partnering with your team leader to identify focus areas and coaching plans
- Prepare and conduct effective monthly action planning sessions, co-create strong SMART action plans with each teammate
- Prepare and conduct effective real time and scheduled coaching sessions to check in on progress and course correct where needed
- Convey behavioural opportunities to teammates in a way that is confident, easy to understand and motivates them to want to succeed
- Listen carefully to your team and work with them to clearly define expectations from coaching conversations and action plans
- Review your team’s action plans to ensure they are aligned with operational direction and identify actions that drive the right outcomes, and learn from these successes to demonstrate findings in each coaching interaction
- Influence and inspire your team and colleagues towards a common goal to drive operational improvements for your LOB
- Drive eBay’s core values and be advocate for GCX mission and culture

**Quality Reviews**
- Complete the required number of monthly quality evaluations to identify the root cause of QA behavioural opportunities and prepare for effective coaching sessions
- Review Scorecard, VOC, NICE recordings, quality evaluations and other relevant data sources to capture connected insights on individual teammates’ strengths and opportunities
- Attend and engage in quality calibrations for your LOB

**Customer-facing work**:

- Taking escalations
- Engaging in queue work to help your teammates serve our customers during high-peak times as requested
- Serving as a role model and a change champion for your team
- Attending trainings to keep up to date with knowledge and upcoming changes in tools, product, policy and other related topics
- Participating in regular business reviews (i.e. WBRs, MBRs)

Jobs posted with location as "Remote - United States (Excludes: HI, NM)" excludes residents of Hawaii and New Mexico.

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