Finance Seller Support Job in Myntra
Finance Seller Support
Myntra
4+ weeks ago
- Bengaluru, Bangalore Urban, Karnataka
- Not Disclosed
- Full-time
Job Summary
Job Description: Team Leader Seller Support Position Team leader / Associate Minimum Skills ? Must have experience of managing email process for seller support team Finance LOB in any Ecommerce company. ? Ability to speak English and Hindi fluently. ? 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.
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