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Selling Partner Support Team Lead
hace 2 meses
About the Role
The Team Supervisor is a key member of the Empresa reconocida team, responsible for creating a high-performance culture that motivates associates to demonstrate levels of ownership, accountability, and seller advocacy.
Key Responsibilities
- Manage the performance and behavior of 20 Seller Support Associates through effective 1:1 meetings, coaching, and mentorship.
- Implement performance goals, monitor and evaluate against pre-set goals, and implement 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, and make 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 daily 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 as required to resolve Seller's issues and questions.
- Demonstrate strong knowledge of FinOps processes within Vendor Support.
- Demonstrate strong prioritization and time management skills, with a high degree of flexibility.
- Ability to embrace constant change with flexibility and good grace.
- Demonstrate effective communication, composure, and professional attitude.
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.
