Manager / Sr. Manager/ Center Head - Contact Centre / Shift in Charge

Manager / Sr. Manager/ Center Head - Contact Centre / Shift in Charge

We are seeking a driven and results-oriented Manager / Head to lead a team managing critical day-to-day operations of our US Amazon E-commerce business. This role is pivotal in ensuring the seamless execution of tasks such as order processing, shipment follow-up, payment reconciliation, catalog improvement, and customer support. You will coordinate diverse operations to meet tight deadlines, maintain accuracy, and deliver exceptional service standards.

Roles & Responsibilities

1. Leadership & Supervision Responsibilities

• Hire, onboard, and train new team members, ensuring they are well-versed in operational processes.
• Assign daily tasks, monitor work quality, and review team performance against productivity benchmarks.
• Provide coaching and mentorship to a team of approximately 10 members, fostering a culture of excellence and accountability.
• Focus on maintaining high standards of work quality, team productivity, and timely task completion.

2. Performance Monitoring Responsibilities

• Oversee the end-to-end Amazon/E-commerce operational processes, covering all aspects including order management, shipment follow-ups, payment reconciliations, and catalog updates.

3. Operations Responsibilities

• Take a hands-on approach to troubleshooting and resolving escalations through direct communication with US suppliers and customers.
• Use advanced Excel skills for data management, task assignment, and performance tracking.
• Collaborate with the team to ensure smooth execution of day-to-day operations.

Required Candidate Profile

• Leadership & Team Management: Strong leadership, interpersonal, and team management skills, with hands-on experience in managing operational workflows.
• E-commerce Expertise: Must have experience in E-commerce operations; familiarity with Amazon Seller Central is highly preferred.
• Technical Expertise: Proficiency in MS Excel (advanced functions like VLOOKUP, Pivot Tables) and other data management tools.
• Analytical Skills: Strong number-crunching, logical reasoning, and problem-solving abilities with a focus on detail and continuous improvement.
• Business Acumen: Sharp industry insight, including an understanding of market trends, competitors, and business opportunities.
• Communication Skills: Excellent written and verbal communication skills, with the ability to handle escalations and build strong supplier relationships.
• Adaptability: Ability to thrive in a fast-paced, ever-evolving work environment with a proactive and positive attitude.
• Learning Mindset: Willingness to learn, implement feedback, and foster a "work hard, stay positive" mentality.

Experience

• 4-6 years in E-commerce operations, with specific experience in managing Amazon processes preferred.

Education

• Graduate (10+2+3 or equivalent).

Salary

• 6-9 Lacs P.A.

Working Hours

• 2.00 PM to 12.00 AM Mon-Fri