Associate - Operations - Seller Support

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