Strategically lead and develop a team to enhance performance by setting clear accountable performance measures for Digital Channel
Strong Coordination with the System & Process team to improve FCR
Use Seller data and perform Root Cause Analysis to identify gray areas and work toward improving the Seller Experience
To analyze and revamp Key Performance Indicators (KPIs) support departments focusing on business goals
Create a culture and processes which achieve the business goals and objectives with regards to seller service; Improve SSAT (Seller Satisfaction), Answered Rate, All Other Service Levels
Daily, Weekly, BI-Weekly & Monthly Reporting
Continually develop improvements and embed successful change project
Feedback sharing & Motivation Training to the agents
Coordinate with all internal departments to run day to day operations smoothly & resolve the issues aptly
To be the main point of contact for the seller channel ensuring seller satisfaction and full communication within the team at all times
Requirements
Bachelors Degree from any reputed institution
Min. 2 Years of experience in related field
Proficient in MS Office package
Excellent Communications skill (Verbal and Written)
Hands on experience in Team Handling in previous roles
Importantly,we look for someone who will live by our values that define everything we do:
