Job Description
About The Company
Who are we
Myntra is India's leading fashion and lifestyle platform, where technology meets creativity. As pioneers in fashion e-commerce, we've always believed in disrupting the ordinary.
We thrive on a shared passion for fashion, a drive to innovate to lead, and an environment that empowers each one of us to pave our own way. We're bold in our thinking, agile in our execution, and collaborative in spirit.
Here, we create MAGIC by inspiring vibrant and joyous self-expression and expanding fashion possibilities for India, while staying true to what we believe in.
We believe in taking bold bets and changing the fashion landscape of India. We are a company that is constantly evolving into newer and better forms and we look for people who are ready to evolve with us.
From our humble beginnings as a customization company in 2007 to being technology and fashion pioneers today, Myntra is going places and we want you to take part in this journey with us.
Working at Myntra is challenging but fun - we are a young and dynamic team, firm believers in meritocracy, believe in equal opportunity, encourage intellectual curiosity and empower our teams with the right tools, space, and opportunities.
KRA And Responsibilities
The role of a Team leader in Partner support is
KRA
To ensure the Partner Support ticket TAT targets are met consistently.
Reduction in the number of complaints and number of tickets.
Steady increase in Partner Support vendor experiences scores.
Drive and close at least one tangible improvement initiative every quarter
Pendency of tickets is under control.
Transactional quality and satisfaction targets are met.
Responsibilities
Take maximum care of Employee Satisfaction.
Work with the team and help them achieve their goals.
Monitor team s performance by means of email audits, call audits to
check the accuracy of the work. Feedback and coach team members.
Publish daily reports on Partner Support metrics and department level reports.
Prepare action plans for improvement areas and drive initiatives to address them.
Performance-manage all team members and conduct appraisals regularly and provide them a direction.
Liaise with the knowledge manager and ensure teams are up to date on the process knowledge.
Conduct tests to check knowledge.
Manage and resolve vendor escalations
Participate in companywide projects/assignments, which could include
working on curriculum updates/revisions or travelling to assist with new initiatives.
Keep in touch with Partners and Processes through calls and emails. Get
to understand their pulse via running surveys.
Qualifications & Experience
Minimum 3 years of experience in handling a team in a BPO setup.
Proficient in Office Tools MS Excel, PowerPoint Skills.
Experience in Ecommerce.
Required Skills
Team Lead, Seller Support, Handing team, handling escalations
