职能描述
岗位职责
Your way to impact
· You will build, develop and lead a group of employees into becoming a high performing team that meets and exceeds performance goals.
· You will engage and develop your direct reports and foster an open, collaborative environment in which best practices are shared.
You will also support and drive needs-based initiatives through communication, coaching, best practice sharing, and calibrations.
Your day-to-day
Review, communicate and coach to daily performance, quality, behavior and attendance standards at the individual and team level. Utilize formal correction action procedures as required
Schedule, prepare and lead the required number of 1:1 coaching and team learning sessions and stand-ups that are interactive, engaging and agent driven based upon developmental needs
Complete the required number of case/ email/ phone quality reviews per teammate each month and work cases and escalations as required
Know and support company and departmental procedures; regularly review and ensure that agents follow procedures, process flows and guidelines
Work with peer supervisors on team level and market level performance analysis, VOC collections/analysis, provide insights and recommendations to improve customer experience, teammates efficiency and volume abatement.
Participate in teammate selection, internal talent movement, and training needs assessment and closure of knowledge gaps
Establish relationships and engage with other people managers and key stakeholders in the development of new processes, products, and procedures for your designated segment through attendance at meetings and communication with Leader and other business units
任职要求
What do you need to bring
Strong verbal and written communication skills in Japanese and English, and the ability to effectively communicate with teammates, peer supervisors and business unit management
Ability to direct and motivate others and effectively delegate in order to achieve goals
Demonstrated ability to drive for results; understand and articulate the impact of key metrics to teammate and department results
Ability to recognize the need for and lead through change management initiates while maintaining and driving teammate engagement
Demonstrated advanced knowledge of operational flows and department workflow
Effective presentation skills
Effective problem-solving skills
Ability to effectively balance company and customer needs to deliver against NPS targets and business goals
Proficiency in external systems (Internet, Office Applications), and intermediate knowledge of applicable or relevant internal systems and software (such as Kana, Intranet, Admin Tools, Attack
日语：母语水平
英语：精通-较多商务交流经验
其他信息
职位类型：正式员工
职位种类：销售/事务/企划/物流类／呼叫中心/客服
招聘负责人姓名：Venus
职位魅力
公司信息
PayPal has been revolutionizing commerce globally for more than 25 years. Creating innovative experiences that make moving money, selling, and shopping simple, personalized, and secure, PayPal empowers consumers and businesses in approximately 200 markets to join and thrive in the global economy.
待遇福利
五险一金
带薪年假
周末双休
餐饮补贴
年终奖金
加班补贴
工作地址
中国上海浦东新区东方路 地图
