Experience Inc. Jobs

Description

• Direct line management for the Selling Partner Support Associate role

• Manages performance and behavior of 25-30 Selling Partner Support associates that provide support to the Brazil marketplace through effective 1:1 meetings, coaching, and mentorship. Due to this third language fluency (Portuguese) is a must for the role.

• Implements performance goals, monitors and evaluates against pre-set goals implementing action plans to resolve performance barriers as needed.

• Reviews and analyzes performance metrics to identify areas of opportunity that will drive performance improvement.

• Ensures that Associates have a clear understanding of the performance and behavior criteria and how it impacts site performance and the overall Seller experience.

• Partners with workforce management to execute daily staffing plans, identifies and reports significant volume and capacity changes, making just-in-time adjustments to ensure staffing requirements are met to achieve service levels goals.

• Manages schedules, monitors adherence, time-off planning, and attendance in partnership with Workforce Management.

• Participates in Kaizen events to identify and implement process improvement change initiatives.

• Conducts Seller interaction audits and provide coaching to improve performance.

• Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues.

• Demonstrates 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.

Basic Qualifications

• Experience analyzing data and best practices to assess performance drivers

• Experience conducting seller interaction audits and providing coaching to improve performance

• At least 1 year of Leadership experience managing teams

• Portuguese language fluency is a must

• Demonstrated strong interpersonal and effective, clear and professional written and oral communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment.

• Proven ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders.

• Experience developing and implementing new strategies and procedures

• Experience using data and metrics to drive improvements

• Demonstrated intermediate knowledge of MS Office

• Proven experience communicating and influencing Associate's engagement, fostering teamwork and collaboration towards achieving team goals.

Preferred Qualifications

• Experience reviewing and analyzing performance metrics to identify areas of opportunity that will drive performance improvement

• Experience participating in daily Kaizen events to identify and implement process improvement change initiatives