• Mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment 
• Coordinate with all internal departments to run day to day operations smoothly & resolve the issues aptly
• Ensure that the processes of OV is streamlined and the capacity of the floor is intact 
• Maintain and review Service Level Agreements, Scorecards, and Key Performance Indicators of outbound team
• Creating, analyzing and distributing process reports eg case creation process and escalation process 
• Drive the team's performance by sharing the feedback with the bottom performers on a daily basis
• Prepare daily/ weekly and monthly reports for Outbound 
• Bring inconsistencies and problems to the attention of management 
• Fulfill all other duties based on business requirements

What we offer:

• International working environment, and a unique opportunity to learn from the best in e-commerce (Alibaba Group) and business growth. 
• A platform to learn from Alibaba’s world-leading ecosystem 
• Rigorous training and exposure in team management, leadership, business analytics, and operations. 
• An opportunity to train the next generation of business leaders 
• Competitive salary and incentive package 
• Health & life insurance