Key responsibilities include :
Set the vision, direction, and culture of the team by managing individual and team performance expectations
Provide individual coaching feedback sessions, and weekly one-on-ones that focus on improving customer
Serve as a leader and point of contact for escalated contact resolution of a supervisory nature or complex
Manage and drive staffing plans, cost analysis, schedules, quality initiatives, process change initiatives, projects
and other Change / Kaizen initiatives as required.
Active participation in building Seller Support team & raising the bar in hiring process
People management i.e. appraisal, training and mentoring talent to grow within organization & control attrition
Ensures employees growth & development, set priority, drive motivation & engagement for employees
Direct supervisory responsibility of a team of 60 to 80 members and will be managing associates and leads
Monitoring real time service levels and schedule adherence, and holding the team accountable responsible for meeting and exceeding performance targets for the team
Identify the training needs and work with site trainer for people development
Manage workflow, handle escalations, proactively engage resources to address issues and effectively delegate workload across the leadership team
Solve complex seller support issues and proactively heading off negative service trends
Actively contribute and lead site-wide, country-wide and even network-wide projects to create an enhanced experience for the sellers and associates.
The ideal candidate will have a strong background in customer service team management and supervision, independently managing a span of 60 to 80 people in a similar environment.
Fluent English verbal and written skills are required for this role.