BR Selling Partner Support Supervisor
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