Associate - Category Services - Market place Ops- Pipeline

Job Description: Team Leader – Seller Support

Position Team leader / Associate
Reporting
Manager

Sr manager / manager

Minimum Skills  Must have experience of managing email process for seller support

team in any Ecommerce company.
 Ability to speak English and Hindi fluently.
 Mut have experience of managing escalations.
 Must have driven projects or process improvement initiatives.
 Must have been a consistent performer in the top quartile.
 Work independently and ability to make quick decisions.
 Must execute tasks with minimum assistance.
 Ability to perform multiple tasks and adjust quickly in short timeframes
with limited direct supervision.
 Ability to build rapport with others and create a team environment.
 Strong communication, organizational, motivational and time
management skills.
 Ability to work flexible hours whenever necessary.
 Ability to audit calls and coach team members to improve performance.
 Ability to analyze quality scores and operational matrices and create
Plan of Action with measurable changes within timelines.
 Ability to liaise with other departments and maintain a constant
rapport.

KRA and
Responsibilities

The role of a Team leader in Partner support is
KRA
 To ensure the Partner Support ticket TAT targets are met consistently.
 Reduction in the number of complaints and number of tickets.
 Steady increase in Partner Support vendor experience scores.
 Drive and close at least one tangible improvement initiative every
quarter
 Pendency of tickets is under control.
 Transactional quality and satisfaction targets are met.
Responsibilities
 Take maximum care of Employee Satisfaction.
 Work with the team and help them achieve their goals.
 Monitor team’s performance by means of email audits, call audits to
check the accuracy of the work. Feedback and coach team members.
 Publish daily reports on Partner Support metrics and department level
reports.
 Prepare action plans for improvement areas and drive initiatives to
address them.
 Performance-manage all team members and conduct appraisals
regularly and provide them a direction.
 Liaise with the knowledge manager and ensure teams are up to date on
the process knowledge.
 Conduct tests to check knowledge.
 Manage and resolve vendor escalations
 Participate in companywide projects/assignments, which could include
working on curriculum updates/revisions or travelling to assist with new
initiatives.
 Keep in touch with Partners and Processes through calls and emails. Get
to understand their pulse via running surveys.

Qualifications & Experience
Minimum 2 years of experience in handling a team in a BPO setup.
Proficient in Office Tools MS Excel, PowerPoint Skills.