- 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:
- Continuously Innovative
- Generosity of Spirit
- Deliver on our Promise
- Make It Personal
Benefits
- 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