Colt Black

Profraud Team Leader @eBay

Salt Lake City, UT, US

Lead, drive, inspire, motivate, and coach team, individually and collectively, towards achieving world class customer service and employee engagement metrics• Manage operations reviewing reports & dashboards, determining root cause, and building & executing action plans. Partner across GCX with various organizations (within line of business, across lines of business, workforce management, CS tech, coaching & quality, and others) to reach our organizational goals• Leverage and develop coach to help boost teammate effectiveness• Stay close to the voice of the customer using side-by-sides and escalations as both teaching moments within team and learning moments to anticipate & raise customer needs as a leader in the organization• Host regular 121s with each teammate individually to learn how they are doing and feeling, discuss goals & priorities, address questions they may have, allow them to share observations or new learnings, and provide coaching around performance or development.• Ensure to deliver consistent performance accountability, i.e, developing teammates while progressing them through corrective action when necessary• Lead weekly huddles and team meetings that focus team on performance to key metrics, improve team collaboration, and prepare them for new changes or releases• Acts as owner by honoring the customer, each other, and the way we work (owner mindset)• Zealous about the customer experience and delivering customer-centric solutions (customer focus) by being and using the brand• Plans & ruthlessly prioritizes work needed to achieve high customer satisfaction and employee engagement• Consistently achieves or exceeds results even under tough circumstances (drives results)• Creates a climate where people are motivated to do their best to help the organization achieve its objectives and understands their teams impact on the business• Develops people to meet both their career goals and the organization’s goals (develops talent)