Paid Services Manager

Job description

DESCRIPTION

POSITION OVERVIEW

The Paid Services Manager is accountable for creating a high performance culture that motivates Account Managers to demonstrate high levels of ownership, accountability and seller advocacy that enable the vision of a remarkable Seller experience. As a front line manager of 10-15 associates, the Paid Services Manager will provide coaching, guidance, and mentorship to drive achievement of individual and team performance goals.
The Paid Services Manager is responsible for providing perfect Seller Interactions by optimizing their team's productivity. Other responsibilities include interviewing, training, performance management and employee engagement.
The successful candidate will have a commitment to achieving excellence in the Associates and Seller experience, and therefore will demonstrate a strong record of customer focus, a passion for employee development and a keen interest in process improvement.

Responsibilities:
- Quality check Sellers' performance and satisfaction with the account management process
- Foster a positive team environment and collaboration within the site
- Be first point of contact in case of escalations, follow-ups and other requests from sellers and program management
- Prepare reports to summarize performance at a team/individual basis
- Attend WBR meetings to provide inputs and follow-up on action items derived from the meeting callouts
- Be first point of contact for any process improvement requests from the Sales or Product teams
- Manage performance of 10-15 Account Managers through effective 1:1 meetings, coaching, and mentorship.
- Implement performance goals, monitor and evaluate 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.
- Ensure that Account Managers have a clear understanding of the performance and behavior criteria and how it impacts site performance and the overall Seller experience.
- Executes 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.
- Participates in daily Kaizen events to identify and implement process improvement change initiatives.
- 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 such as Sales, Seller Support, Product, Customer Service, and Merchant Investigations, as required to resolve Seller's issues and questions.

Desired profile

BASIC QUALIFICATIONS

· Bachelor's degree or higher in a field such as Business Administration or a field related to the scope of the position
· 3+ years of people management experience in contact center environment (10-15 people in charge)
· MS Excel knowledge (find/sort data, replace, basic formula) in resume
· Demonstrated knowledge in resume using analysis, reporting, modeling, and forecasting to gather data for the purpose of making business
· Demonstrated effective, clear, professional and strong interpersonal and communication skills to a wide range of stakeholders in a diverse environment at all levels
· Proven ability to embrace constant change, strong prioritization and time management, with a high degree of flexibility
· Demonstrated detail oriented skills to guarantee high quality Seller launches and recognize when and how should add value to the Seller's business
· Proven skills in influencing and negotiating tasks and deliverables with others