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.
