Associate - Operations - Seller Support

Associate – Seller Support

Role Overview :

 Must have experience of managing Outsourced inbound and outbound
email/Chat and calling process for seller support or customer support
for any top Ecommerce company.
 Oversee the day-to-day operations of the contact center, ensuring
efficient and effective service delivery.
 Monitor and manage key performance indicators (KPIs) to ensure
targets are met or exceeded.
 Implement and maintain standard operating procedures to ensure
consistency and quality of service.
 Work independently and ability to make quick decisions.
 Must have driven projects or process improvement initiatives.
 Must have been a consistent performer in the top quartile.
 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 liaise with other departments and maintain a constant
rapport.

KRA and Responsibilities

The role of a Associate in Partner support is KRA

 To ensure the vendor partner performance are under check and TAT,
FRT and Ageing targets are met.
 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
 Transactional quality and satisfaction targets are met.
Responsibilities
 Take maximum care of Employee Satisfaction.
 Work with the outsourced partner and ensure their goals are met.
 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.
 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 company wide 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 of 2 years of experience in managing a BPO contact center.
Strong analytical and problem-solving skills.
Proficiency in contact center technology and CRM systems.
Good knowledge about MS office application