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Agent Performance Manager
Posted on 1/11/2023
Remote in USA • Brooklyn, NY, USA
Experience Level
Desired Skills
  • Compiling agent performance and coaching trends and sharing feedback & performance insights with stakeholders within the organization
  • Manage the relationship with EOP quality leadership through ongoing syncs and Slack support
  • Managing large scale changes to our agent performance program, such as: coaching, certifications and skills development, and new hire performance management
  • Facilitating partner connections with Buyer & Seller teams, primarily via calibration sessions; providing best practices on leading and facilitating calibrations to Buyer & Seller Quality teams
  • Developing a Quality Certification for EOP quality leadership onboarding and ongoing education
  • Managing coaching and gamification programs to improve and incentivize agent performance
  • Liaisoning with the Buyer/Seller Quality team to consult on changes to the quality program that may impact our partners
  • Providing feedback to, testing new products with, and maintaining the relationship with MaestroQA, and informing requirements for future tooling solutions
  • Administration in MaestroQA including: automations, user management, reporting & insights
  • Of course, this is just a sample of the kinds of work this role will require! You should assume that your role will encompass other tasks, too, and that your job duties and responsibilities may change from time to time at Etsy's discretion, or otherwise applicable with local law
  • 3+ years in a customer support role, ideally in a contact center environment
  • 1+ years in quality assurance and/or coaching role in a contact center environment
  • 1+ years BPO/Vendor Management experience
  • Comfortable leading in a fast-paced, highly cross-functional environment
  • Ability to maintain composure and optimism in high stress situations
  • Ability to capture and utilize data to make decisions
  • Excellent written and presentation skills
  • Experience with support tools (Zendesk, Lessonly, MaestroQA, etc) and project management systems (JIRA, Monday, etc) a plus

1,001-5,000 employees

Handmade & vintage items marketplace platform
Company Overview
Etsy’s mission is to keep human connection at the heart of commerce through their e-commerce platform dedicated to handmade and vintage items. The company has developed a vibrant community marketplace that empowers sellers and entrepreneurs to keep doing what they love and also delivers buyers to look for something special with human touch.
  • 100% paid medical, dental, and vision coverage for employees and their eligible dependents
  • Life, AD&D, & supplemental long-and short-term disability insurance
  • Matching 401(k)
  • Generous PTO policy
  • Paid sabbatical program
  • Charitable contribution match
  • Volunteer time off
Company Core Values
  • We commit to our craft
  • We minimize waste
  • We embrace differences
  • We dig deeper
  • We lead with optimism