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Team Support Leader in Chennai at PayPal

Date Posted: 4/20/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Chennai
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    4/20/2019
  • Job ID:
    R0043400

Job Description

Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal (NASDAQ: PYPL) is committed to democratizing financial services and empowering people and businesses to join and thrive in the global economy. Our open digital payments platform gives PayPal’s 267 million active account holders the confidence to connect and transact in new and powerful ways, whether they are online, on a mobile device, in an app, or in person. Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying or getting paid. Available in more than 200 markets around the world, the PayPal platform, including Braintree, Venmo and Xoom enables consumers and merchants to receive money in more than 100 currencies, withdraw funds in 56 currencies and hold balances in their PayPal accounts in 25 currencies.

TSL is a critical partner to Team Leaders to support their teams with diverse functions and play a critical role in defining Quality. The QD Analyst / TSL is primarily responsible for data collection, analysis, and reporting of critical functions including customer experience trends, opportunities to improve customer experience, team productivity, Quality, as well as supporting administrative work for their assigned teams. The TSL role will support multiple teams through serving as back up for the TL during TL absences including conducting teammate coaching as well as execution of daily responsibilities. The TSL serves as the key liaison to document, communicate, and coordinate key team processes an as well as functions inside and outside of Enterprise Services. Successful QD Analyst/ TSL will provide insight and direction to Team Leaders and their teams enabling Team Leaders to spend time focusing on the opportunities for improvement identified through the TSL analysis and recommendations in Experience and Quality.

  • Operates as the central point of coordination and communication with Team Leader regarding team performance, Quality, documentation follow up and various report analyses.
  • Analyze Quality metrics timely and identify any potential improvements which requires attention for existing Quality Cadence.
  • Report trends and make recommendations and escalate issues/concerns appropriately to reduce error rates
  • Develop robust monthly insights for advisors and leadership team
  • May serve as a backup for the Team Leader in managing the team when TL is unavailable and/or out of the office to include conducting behavior-based coaching with TMs.
  • Supports Team Leaders and their teams in conducting analysis of various reports and customer results to recommend areas for targeted TL coaching in order to drive higher team performance
  • Provides regular high-level analysis and insights in key areas such as productivity, customer experience, contact rate and customer detractors in order to drive improvements
  • Provides insights that enable leaders to drive for results in achieving/exceeding KPIs
  • Consolidates, evaluates and communicates trends affecting teammates, Quality and/or the customer experience
  • Tracks and researches daily escalations, tool issues and proposed resolutions for TL
  • Coordinates team scheduling updates, shadowing / observations and focus groups for assigned Team Leaders
  • Monitors notification and approval flows of management requests, product changes, bugs and other miscellaneous questions from teammates or leaders.  This includes maintaining current on product and process changes including PUSH training, team learnings and escalations
  • Central point of contact for employee welfare spend (i.e., administrative arm of gifts, recognition program management, coordinating volunteering events).
  • Operates as administrative point of contact for Business Continuity Program (i.e., insures contact lists are up to date)
  • Adheres to guidelines for teammate and customer confidentiality, and maintains the security of all private information
  • Develops and maintains cross functional proficiency within identified teams
  • Conduct focused groups with stakeholders to make them aware about Quality metrics and how it will impact the Teammates productivity.
  • Fluent in English.
  • Bachelor’s Degree or equivalent work experience.
  • Excellent organizational, communication (written and oral), and interpersonal
  • Self-motivated, target driven independent worker
  • Skill in focusing on desired results, determining what is important and urgent, clarifying next steps, and delegating effectively to meet deadlines and achieve desired results
  • Excellent Customer Relationship skills
  • Strong working knowledge of external systems, PC based internet and software applications (The Internet, Microsoft Office - Outlook, Word, and Excel)
  • Fast learner with a strong analytical background (competencies in Excel/SQL/Tableau/PIE/Teamsite preferred).
  • Having prior knowledge on defining Quality Metrics will be added advantage.
  • Innovatively solve problems using available data collected from different dashboards.
  • Propose/build customized solutions for CRS and stakeholders.
  • Understands rules and model performance – can implement improvements.
  • Proactively builds awareness of current Quality, Risks and enhances our framework for better customer experience.
  • Apply Lean Six Sigma principles to provide solutions.

We're a purpose-driven company whose beliefs are the foundation for how we conduct business every day. We hold ourselves to our One Team Behaviors which demand that we hold the highest ethical standards, to empower an open and diverse workplace, and strive to treat everyone who is touched by our business with dignity and respect. Our employees challenge the status quo, ask questions, and find solutions. We want to break down barriers to financial empowerment. Join us as we change the way the world defines financial freedom.

PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities.

R0043400

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