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Job Title	Operations Team Lead
Category	BPO
Location	Pune( Kharadi )
Company	YUNAY CONSULTANCY SERVICES
Description	This Job Description (JD) is optimized for an Operations Team Leader managing an International Ecommerce Seller/Marketplace Support process within an Indian ITES/BPO framework. It explicitly highlights -s specific terminology (Seller Central, Account Health, Buy Box, WFS) and performance metrics. Job Description: Team Leader – - Seller Support Job Title: Team Leader - E-commerce Marketplace Operations (International- Process) Location: Pune, India Department: BPO Delivery / Marketplace Client Services Reports To: Operations Manager / Delivery Head Shift Type: Rotational / Night Shifts (To align with US/EST business hours) Job Purpose The Team Leader (TL) will manage a team of 15–20 Seller Support Associates tasked with resolving backend operational, logistical and technical issues for merchants selling on the - US/Global Marketplace. You will drive performance across key metrics like First Contact Resolution (FCR) and Average Handling Time (AHT) handle complex merchant escalations and cross-functionally engage with quality and workforce management teams to ensure seamless delivery. Key Responsibilities 1. Team Performance & SLA Management • Directly supervise, mentor and track the daily performance of 15–20 Seller Support agents. • Ensure the team meets and exceeds daily operational targets: Customer Satisfaction (CSAT/DSAT), First Contact Resolution (FCR), Average Handling Time (AHT) and Quality Scores. • Conduct real-time queue monitoring and workload distribution to hit Service Level Agreements (SLAs) during peak holiday seasons and promotional events. 2. - Platform & Escalation Management • Serve as the Subject Matter Expert (SME) on - Seller Central policies including onboarding, cataloging, API errors and payment matching. • Act as the primary escalation point for critical merchant problems, specifically regarding Account Health suspensions, listing suppressions, Buy Box eligibility disputes and - Fulfillment Services (WFS) errors. • Perform deep-dive root cause analysis (RCA) on persistent seller complaints, translating findings into actionable process improvements. 3. Coaching, Training & Knowledge Management • • Deliver weekly/monthly 1-on-1 coaching sessions using transactional data to upskill bottom performers and plug process gaps. • • Partner with Quality Assurance (QA) to audit cases, pinpoint compliance leaks and coordinate calibration sessions. • • Keep the team aligned on real-time policy modifications coming from - Marketplace corporate governance. 4. Workforce Optimization & Reporting • • Manage shrinkage, absenteeism and schedule adherence within the team to prevent operational blind spots. • • Generate and present daily/weekly performance dashboards to internal management and client stakeholders during review calls. Technical Competencies & Skillsets • • Platform Expertise: Minimum 1–2 years of hands-on experience using - Seller Central or similar major marketplaces (such as Amazon Seller Central or Flipkart Seller Hub). • Operational Know-how: Comprehensive understanding of e-commerce supply chains, including inventory sync errors, payment/refund processing, flat-file processing (bulk uploads) and third-party logistics (3PL). • Analytics Tooling: High proficiency using MS Excel (VLOOKUPs, Pivot Tables) and ticket management tools (like Salesforce, Zendesk, or internal CRM systems). Qualifications & Experience Requirements • Education: Bachelor’s degree in any discipline (Business Administration, Commerce or IT preferred). • Experience: Overall 4+ years of experience in e-commerce customer support or merchant helpdesks. Minimum 1–2 years of active experience as a Team Leader / People Manager in an international BPO environment. • Communication: Exceptional written and verbal English communication skills with a proven ability to confidently handle difficult conversations with international merchants. • • Flexibility: Must be comfortable working in continuous night shifts or rotational windows to maintain lockstep coverage with US business hours.
Salary	5-7 Lacs P.A.
Last Date	2026-07-02 00:00:00
Apply Link	Click Here