Seller Support_TL/Quality/ Trainer_Pune

Role: Team Lead, Quality Analyst , Trainer

International Process

Should have experience with Seller support(International)

Should have experience with E- commerce (International)

Key Responsibilities

1. Team Performance & SLA Management

• Directly supervise, mentor, and track the daily performance of 1520 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).