Role: Team Lead
Industry Type: BPM / BPO
Department: Customer Success, Service & Operations
Employment Type: Full Time, Permanent
Role Category: Voice / Blended
UG: Any Graduate
Contact Details
HR: Raj Wani
Phone: 92165 77366
EMAIL ID: [email protected]
Team Lead Seller Support (E-commerce)
Location: Pune (Local Pune Candidates Only)
Joining: Immediate Joiners Preferred
About the Role
We are looking for an experienced and dynamic Team Lead, Seller Support with a strong background in E-commerce Seller Support Operations. The ideal candidate should have proven experience in leading high-performing teams, driving operational excellence, managing seller escalations, and ensuring exceptional service delivery while meeting business KPIs.
This is an excellent opportunity for professionals who possess strong leadership capabilities, outstanding communication skills, and hands-on experience managing seller support operations within a fast-paced e-commerce environment.
Eligibility Criteria
- Minimum Experience: 2+ years of experience as a Team Lead in Seller Support Operations.
- Overall Experience: 48 years in Customer Service/Seller Support, with mandatory experience in the E-commerce industry.
- Mandatory hands-on experience in E-commerce Seller Support Operations.
- Must have experience managing a team of 1525 executives.
- Local Pune residents only.
- Immediate joiners or candidates with short notice periods will be given preference.
Key Responsibilities
- Lead, coach, and motivate a team of Seller Support Executives to achieve operational excellence.
- Drive team performance by monitoring KPIs, SLAs, productivity, quality, CSAT, and adherence.
- Handle seller escalations and ensure timely, accurate, and satisfactory resolutions.
- Conduct regular performance reviews, feedback sessions, and one-on-one coaching.
- Identify training needs and support the development of team members.
- Analyze operational metrics and prepare performance reports for management.
- Collaborate with internal stakeholders to improve seller experience and process efficiency.
- Ensure compliance with company policies, SOPs, and quality standards.
- Manage workforce planning, attendance, scheduling, and shift adherence.
- Drive continuous process improvement initiatives and implement best practices.
- Support client meetings and represent operations professionally during face-to-face interactions.
Required Skills
- Mandatory experience in E-commerce Seller Support Operations.
- Strong team management and people leadership skills.
- Excellent verbal and written communication skills.
- Strong stakeholder management and client-facing abilities.
- Excellent problem-solving and decision-making skills.
- Analytical mindset with experience in performance reporting.
- Ability to work under pressure in a target-driven environment.
- Strong conflict resolution and escalation management skills.
- Good knowledge of MS Excel, MS Office, and reporting tools.
- Experience working with CRM and ticketing platforms.
Preferred Experience
Candidates with experience on leading e-commerce platforms such as Amazon, Flipkart, Meesho, Myntra, Ajio, JioMart, Shopify, or similar seller support environments will be preferred.
Shift & Work Schedule
- 5.5 Days Working
- Rotational Shifts
- Rotational Weekly Offs
Transport
- Cab facility available within the designated hiring zone.
What We Offer
- Competitive salary and performance-based incentives.
- Career growth opportunities within a leading organization.
- Leadership development and learning opportunities.
- Dynamic and collaborative work environment.
- Exposure to large-scale e-commerce operations.
Contact Details
HR: Raj Wani
Phone: 92165 77366
EMAIL ID: [email protected]