Associate - Operations - Seller Support
- Myntra
- 3 - 8 years
- Bengaluru
- 5 months ago
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Job Description
Minimum Skills Must have experience of managing team and email process for seller support team in any Ecommerce company.
Requirements
- Ability to speak English and Hindi fluently.
- Must have experience of managing escalations.
- 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
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 experiences 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 3 years of experience in handling a team in a BPO setup.
- Proficient in Office Tools MS Excel, PowerPoint Skills.
- Experience in Ecommerce.
Job Classification
Industry: Internet (E-Commerce)Functional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Operations - OtherEmployement Type: Full timeContact Details:
Company: MyntraLocation(s): Bengaluru
Keyskills: project management team management sales service client management partner support operations management client servicing partner management account management lead management inside sales process management key account management email support
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Myntra
Myntra Jabong is India's leading fashion and lifestyle destination with over 3000+ leading national & International brands along with our amazing collection of in- house brands, offering shoppers the latest in fashion and lifestyle space.
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