Associate - Floor Supervisor PST

Bengaluru

Skills Required:

  • Must have experience of managing a seller support team 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 & 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 experience scores.
  • Drive and close at least one tangible improvement initiative every quarter

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 report.
  • 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.