eBay Team Manager in Petaling Jaya, Malaysia
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To be responsible for the overall management of team’s operations, leading the team to achieve all performance targets;
Daily Attendance Check, to ensure teammates complying with work schedule. (Attendance check record)
On site management, provide timely support to teammates while they encountering problems to serve customers, and ensuring teammates’ high efficiency. (Productivity, Real-time status, Occupancy)
Performance monitoring, doing the timely resource adjustment to ensure achieving SL target. (SL)
Communicate with internal and external teams to seek suitable resource or support;
Keep close communication with WFO, to ensure the correct understanding with resource forecasting, and do the related preparation. (Weekly communication/Staffing)
Keep close communication with Coach to understand team’s service quality, and do the timely coaching. (ASAT/Accuracy test result)
Timely communicate with Recruitment Team to ensure the timely backfill for attrition or hire newcomers on schedule. (Staffing)
Do the operation plan and execute it;
(Monthly plan and track the result)
Manage team engagement to ensure the team stability (Attrition/ Employee engagement survey)
Deliver clear expectations, to help teammates understand and align on our vision and mission, and their expectations at work (performance and code of conduct)
Be aware with teammates’ engagement level, and provide timely support.
Keep open communication, welcome feedback, suggestions and ideas, filter, identify and address issues and ensure feedback loop
Support teammates’ development to drive individual and business success
Assign stretched tasks to teammates that enable them to develop their competencies.
Address performance/disciplinary issues by providing timely coaching to low performers and set bridge targets with timeline. Communicate with Leader and HR timely, in case have to start the PIP process.
Deliver the timely report to management team and other teams. (Report timeliness)
Team’s performance report (Weekly report)
Teammates’ performance report (Weekly report)
Complete other assigned task as planned.
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