Customer Solutions Supervisor Job in Bangalore at PayPal India Private Limited

PayPal is hiring for the role of Customer Solutions Supervisor!

Responsibilities of the Candidate;

• Review, communicate and coach to daily performance, quality, behavior and attendance standards at the individual and team level. Utilize formal corrective action procedures as required. (20%)
• 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 (20%)
• Complete the required number of case/email/ phone quality reviews per teammate each month. Work cases and escalations as required. (20%)
• Know and support company and departmental procedures; regularly review and ensure that agents follow procedures, process flows and guidelines. (20%)
• Participate in teammate selection, internal talent movement, and training needs assessment and closure of knowledge gaps. (20%)

Requirements:

• Strong communication skills in all formats (verbal, written) and ability to effectively communicate with teammates, peer supervisors and department management
• Ability to direct and motivate others and effectively delegate to achieve goals
• Demonstrated ability to drive for results (move the needle); 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
• Ability to effectively balance company and customer needs to deliver against NPS targets and business goals
• Proficiency in external systems (Internet, Office Applications)
• Basic knowledge of applicable or relevant internal systems and cloud-based software (such as Kana, Zendesk, Slack, Confluence, and any other department-specific tools)