Associate - Operations - Seller Support
- Myntra
- 3 - 8 years
- Bengaluru
- 21 days ago
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Job Description
Position - Team leader / Associate - Seller Support
Designation - Associate Minimum Skills Must have experience of managing team and email process for seller support team in any Ecommerce company.
Designation - Associate 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.
" Who are we?
Myntra is India s leading fashion and lifestyle platform, where technology meets creativity. As pioneers in fashion e-commerce, we ve always believed in disrupting the ordinary.
We thrive on a shared passion for fashion, a drive to innovate to lead, and an environment that empowers each one of us to pave our own way. We re bold in our thinking, agile in our execution, and collaborative in spirit.
Here, we create MAGIC by inspiring vibrant and joyous self-expression and expanding fashion possibilities for India, while staying true to what we believe in.
Here, we create MAGIC by inspiring vibrant and joyous self-expression and expanding fashion possibilities for India, while staying true to what we believe in.
We believe in taking bold bets and changing the fashion landscape of India. We are a company that is constantly evolving into newer and better forms and we look for people who are ready to evolve with us.
From our humble beginnings as a customization company in 2007 to being technology and fashion pioneers today, Myntra is going places and we want you to take part in this journey with us.
From our humble beginnings as a customization company in 2007 to being technology and fashion pioneers today, Myntra is going places and we want you to take part in this journey with us.
Working at Myntra is challenging but fun - we are a young and dynamic team, firm believers in meritocracy, believe in equal opportunity, encourage intellectual curiosity and empower our teams with the right tools, space, and opportunities.
Job Classification
Industry: InternetFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Operations - OtherEmployement Type: Full timeContact Details:
Company: MyntraLocation(s): Bengaluru+ View Contact
Keyskills: BPO Excel transactional quality Agile Manager Technology E-commerce Management Vendor Operations Auditing
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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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