Rodrigo Castañedacano

Job Description for Team Leader at eBay campaign

Monitor Agent Performance:

• Review performance metrics and KPIs (e.g., call handling time, customer satisfaction scores).
• Conduct regular check-ins with agents to provide feedback and support.

Team Briefings:

• Hold daily stand-up meetings to discuss goals, updates, and any urgent issues.
• Communicate important updates from management or eBay policies.

Issue Resolution and Escalations:

• Assist with Escalated Calls:Handle customer escalations and complex issues that agents cannot resolve.
  Provide guidance to agents on handling difficult situations.
  
• Technical Support:Address and troubleshoot any technical issues agents encounter with their systems or software.
  Coordinate with IT support for unresolved technical problems.
  

Training and Development:

• Agent Coaching:Conduct one-on-one coaching sessions to address performance gaps.
  Provide training on new products, services, and processes.
  
• Role-playing and Feedback:Organize role-playing exercises to improve agent skills.
  Listen to call recordings and give constructive feedback.
  

Administrative Tasks:

• Attendance and Scheduling:Monitor and manage agent attendance, including tardiness and absenteeism.
  Adjust schedules as needed to ensure adequate coverage.
  
• Reporting:Compile daily performance reports for higher management.
  Track and document any incidents, including tech issues and customer complaints.
  

Customer Satisfaction:

• Quality Assurance:Review call recordings and evaluate them against quality standards.
  Provide feedback to agents to improve call quality and customer interactions.
  
• Surveys and Feedback:Monitor customer satisfaction surveys and follow up on negative feedback.
  

Communication and Coordination:

• Liaison with Management:Communicate team performance and issues to higher management.
  Implement directives and policies from upper management.
  

Process Improvement:

• Identify Trends and Issues:Analyze data to identify common issues and areas for improvement.
  Propose and implement process improvements to enhance efficiency and customer satisfaction.
  
• Feedback Loop:Gather feedback from agents on process improvements and challenges.
  Relay valuable insights to higher management to influence policy changes.
  

Supportive Environment:

• Provide emotional and professional support to agents, helping them manage stress and workload.