Team Lead

Job Title

Team Lead – E-commerce Seller Support

Job Summary

The Team Lead is responsible for managing a team of Seller Support Executives, ensuring high-quality customer service, achieving operational KPIs, and driving team performance. The role focuses on coaching, productivity, quality, and stakeholder management.

Key Responsibilities

• Manage a team of 15–25 Seller Support Executives.
• Monitor daily productivity, attendance, and schedule adherence.
• Ensure SLA, CSAT, Quality, and Productivity targets are consistently achieved.
• Conduct team huddles, one-on-one coaching sessions, and performance reviews.
• Resolve customer and seller escalations in a timely manner.
• Analyze performance metrics and prepare daily, weekly, and monthly reports.
• Coordinate with Operations, Quality, Training, and Workforce Management teams.
• Drive continuous process improvement initiatives.
• Support new process implementations and change management.
• Motivate the team and maintain high employee engagement.

Required Skills

• Strong leadership and people management skills.
• Excellent communication and conflict resolution.
• Analytical and problem-solving abilities.
• Knowledge of KPIs such as CSAT, AHT, FCR, Productivity, and Quality.
• Advanced MS Excel and reporting skills.

Qualifications

• Bachelor's degree.
• 2–5 years of experience in BPO/E-commerce Seller Support.
• Minimum 1 year of experience as Team Lead or Assistant Team Lead.

Skills Required
e-commerce