Bringing smiles with every interaction

● Monitor calls and chats of agents attending to eBay users; ensure that agents are able to meet client’s requirement which is excellent customer service and call handling. ● Does performance analysis by creating reports to measure gaps in behavior that directly impact resolution, and call quality. ● Provides coaching and feedback to reinforce and redirect behaviors. ● Does product specific training to new hires in a classroom environment and supervise them for 2 weeks on the production floor. This includes giving them examinations or quizzes and conduct mock calls to prepare them to take live calls. ● Routinely answer incoming calls to update on trending issues. ● Evaluate the calls and chats of new hires to check their eligibility for employment. ● Take escalated calls. ● Provide tips on how to meet client metrics and Service Level Agreements. ● Provide guidance to tenured agents on how to handle difficult emerging issues and irate customers.