Team Lead, CST, IN External Fulfillment
- Bangalore, Karnataka
- Permanent
- Full-time
· Monitor efficient functioning of the assigned seller flex sites via call, emails and by coordination with field executives
· Liaise between field executives/sellers and various internal and external agencies for efficient and timely execution of operations
·Respond to associate queries on real time basis providing education to associates with the goal of achieving first contact resolution and excellent seller experience
· Drive opportunities for efficiency through daily floor observations
· Serve as the first point of contact for any seller escalations and ANDON cases
· Conduct weekly audit on seller cases/ associate activities for performance on quality scorecard and provide coaching to improve performance
· Demonstrate excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures
· Liaise with partner teams for contingency management and holiday planning
· Devise and deploy SOP's, analyze data, and propose features and processes, which focus on improving the Seller experience
· Coordinate with other departments such as seller support, Business team and program team for faster issue resolution
· Creation of monthly node level distribution, roster management to execute daily staffing plans
· Create various sets of daily, weekly and monthly business reportsKey job responsibilitiesRoles and Responsibilities:
· Monitor efficient functioning of the assigned seller flex sites via call, emails and by coordination with field executives
· Liaise between field executives/sellers and various internal and external agencies for efficient and timely execution of operations
·Respond to associate queries on real time basis providing education to associates with the goal of achieving first contact resolution and excellent seller experience
· Drive opportunities for efficiency through daily floor observations
· Serve as the first point of contact for any seller escalations and ANDON cases
· Conduct weekly audit on seller cases/ associate activities for performance on quality scorecard and provide coaching to improve performance
· Demonstrate excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures
· Liaise with partner teams for contingency management and holiday planning
· Devise and deploy SOP's, analyze data, and propose features and processes, which focus on improving the Seller experience
· Coordinate with other departments such as seller support, Business team and program team for faster issue resolution
· Creation of monthly node level distribution, roster management to execute daily staffing plans
· Create various sets of daily, weekly and monthly business reportsBASIC QUALIFICATIONSBachelor's degree
Speak, write, and read fluently in English
2+ years of customer-facing environment, warehousing, logistics or manufacturing experiencePREFERRED QUALIFICATIONSExperience with Microsoft Office products and applications
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