Monitor and improve the performance of a team of Seller Experience agents in terms of productivity, process adherence, and customer satisfaction

Provide support to drive process improvement and implement new initiatives

Conduct individual coaching and feedback sessions and periodic one-on-ones that focus on improving seller satisfaction, employee communication, and technical skills

Keep a check on attrition and absenteeism

Cascade new information, updates, and conduct team huddles

Follow up and resolve escalated concerns to other groups / departments

Handle seller complaints, provide appropriate solutions and alternatives within time limits; follow up to ensure resolution

Requirements :

Bachelor’s Degree or higher in related fields

At least 2 years of relevant experience in leading a customer support or similar team

Proficient with spreadsheets (Excel, Google Sheets) and presentations (PowerPoint, Google Slides)

Strong comprehension, willingness to learn, adaptability and is flexible to the pace of the industry

Excellent communication skills with the ability to present solutions to multiple audiences and navigate various levels of stakeholders

Strong team player and a capable individual contributor

Structured and organized

Flexible to work outside of office hours, as well as to work overtime whenever needed

Experience with Salesforce.com or other CRM systems is preferred