Deputy Manager

Hiring: Deputy Manager – E-commerce & BPO Operations

We are looking for an experienced Deputy Manager to lead and manage BPO operations within the E-commerce domain.

Key Responsibilities

- Manage day-to-day BPO operations for E-commerce customer and seller support

- Lead and manage Customer Support and Seller Support teams

- Handle Voice, Chat and Ticket/Case Logging processes

- Manage Seller Onboarding and Seller Operations

- Drive operational KPIs, SLAs, productivity and quality metrics

- Handle escalations and ensure timely resolution of customer and seller issues

- Monitor team performance and implement process improvements

- Coordinate with internal stakeholders and E-commerce teams

- Prepare and analyze operational MIS and performance reports

- Ensure adherence to SOPs, quality standards and client requirements

Required Experience & Skills

- 5+ years of overall experience

- Minimum 3 years of BPO experience

- Strong experience in the E-commerce domain

- Experience in Customer Support / Seller Support

- Hands-on experience with Voice, Chat and Ticket/Case Logging

- Experience in Seller Onboarding / Seller Operations

- Prior experience handling UK/US clients or international customer operations is required

- Excellent verbal and written communication skills, with strong professional communication and client-handling abilities

- Strong understanding of E-commerce processes and workflows

- Team handling and people management experience

- Strong problem-solving and stakeholder-management skills

- Experience managing operational KPIs, SLAs and quality metrics

Position Details

Designation: Deputy Manager

Experience: 5+ Years

Industry: BPO / E-commerce

Function: Operations / Customer & Seller Support

Employment: Full-time

Job Location: Mumbai

Important: This position is strictly for candidates currently based in Mumbai. No relocation candidates will be considered.

How to Apply:

Interested candidates can share their updated CV at [Confidential Information]

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