• 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