Job Description

Associate - Seller SupportRole Overview :xefx82xb7 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.
xefx82xb7 Oversee the day-to-day operations of the contact center, ensuring
efficient and effective service delivery.
xefx82xb7 Monitor and manage key performance indicators (KPIs) to ensure
targets are met or exceeded.
xefx82xb7 Implement and maintain standard operating procedures to ensure
consistency and quality of service.
xefx82xb7 Work independently and ability to make quick decisions.
xefx82xb7 Must have driven projects or process improvement initiatives.
xefx82xb7 Must have been a consistent performer in the top quartile.
xefx82xb7 Must execute tasks with minimum assistance.
xefx82xb7 Ability to perform multiple tasks and adjust quickly in short timeframes
with limited direct supervision.
xefx82xb7 Ability to build rapport with others and create a team environment.
xefx82xb7 Strong communication, organizational, motivational and time
management skills.
xefx82xb7 Ability to work flexible hours whenever necessary.
xefx82xb7 Ability to liaise with other departments and maintain a constant
rapport.KRA and ResponsibilitiesThe role of a Associate in Partner support is KRAxefx82xb7 To ensure the vendor partner performance are under check and TAT,
FRT and Ageing targets are met.
xefx82xb7 Reduction in the number of complaints and number of tickets.
xefx82xb7 Steady increase in Partner Support vendor experience scores.
xefx82xb7 Drive and close at least one tangible improvement initiative every
quarter
xefx82xb7 Transactional quality and satisfaction targets are met.
Responsibilities
xefx82xb7 Take maximum care of Employee Satisfaction.
xefx82xb7 Work with the outsourced partner and ensure their goals are met.
xefx82xb7 Monitor team's performance by means of email audits, call audits to
check the accuracy of the work. Feedback and coach team members.
xefx82xb7 Publish daily reports on Partner Support metrics and department level
reports.
xefx82xb7 Prepare action plans for improvement areas and drive initiatives to
address them.
xefx82xb7 Liaise with the knowledge manager and ensure teams are up to date on
the process knowledge.
xefx82xb7 Conduct tests to check knowledge.
xefx82xb7 Manage and resolve vendor escalations
xefx82xb7 Participate in company wide projects/assignments, which could include
working on curriculum updates/revisions or travelling to assist with new
initiatives.
xefx82xb7 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

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