About the Company
We are seeking a proactive and experienced Marketplace Team Lead to guide our dynamic operations team. This pivotal role is responsible for ensuring the smooth execution of daily tasks, meeting client Service Level Agreements (SLAs), and fostering a high-performance culture. The ideal candidate is an excellent communicator, a natural problem-solver, and a dedicated mentor who thrives in a fast-paced environment. You will be the crucial link between our team, management, and clients, driving operational excellence and continuous improvement.
About the Role
This role is essential for overseeing daily operations and ensuring that all tasks are executed efficiently while maintaining high standards of service.
Responsibilities
Queue Monitoring & Allocation
- Oversee the daily inflow and outflow of tasks in the queue, ensuring all client SLAs and KPIs are consistently met.
- Allocate tasks equitably among team members, considering individual workload, expertise, and development goals.
- Prioritize critical and urgent tickets, ensuring they are addressed promptly and escalating visibility when necessary.
- Proactively identify and flag potential SLA breaches, sudden volume spikes, or resource gaps to management.
- Analyze queue data to identify recurring issues or inefficiencies and recommend solutions.
Team Management & Guidance
- Act as the first point of contact for the team, providing clear and timely answers to process or client-related queries.
- Mentor, coach, and provide ongoing support to team members to foster their professional growth and confidence.
- Track individual performance against quality and productivity standards, providing constructive feedback.
- Develop and implement backup plans to manage peak workloads or unexpected team member absenteeism effectively.
- Communicate daily and weekly updates on queue performance and key operational insights to the team and management.
- Manage team schedules, including leave and work-from-home requests, to ensure adequate coverage (e.g., maintaining absenteeism under 10%).
- Manage team performance, providing regular feedback and initiating Performance Improvement Plans (PIPs) when necessary.
Process Improvement & Training
- Lead monthly Product/Process Knowledge Transfer (PKT) sessions to ensure continuous learning and skill enhancement.
- Conduct refresher training and knowledge-sharing sessions to address skill gaps or introduce new workflows.
- Recommend process enhancements or automation opportunities to improve efficiency and quality.
Escalation & Risk Management
- Serve as the primary communication bridge between the operations team and client stakeholders.
- Manage client escalations with a structured approach, conducting timely Root Cause Analysis (RCA) to identify underlying issues.
- Coach the team on best practices to prevent the recurrence of similar errors or escalations.
Documentation & Compliance
- Develop and maintain up-to-date documentation, including Standard Operating Procedures (SOPs), process updates, and training materials.
- Ensure strict team adherence to all established workflows, data security protocols, and client-specific requirements.
- Maintain organized trackers for escalations, process exceptions, and key client communications.
Qualifications
- Experience: 3-5 years of experience in an operations role, with at least 1-2 years in a supervisory or team lead capacity, preferably in an e-commerce or marketplace environment.
- Education: Bachelor's degree in Business, Management, or a related field is preferred.
Required Skills
- Strong understanding of SLAs, KPIs, and operational metrics.
- Excellent leadership, coaching, and mentoring abilities.
- Exceptional communication and interpersonal skills.
- Proficient in problem-solving and root cause analysis.
- Experience with ticketing systems (e.g., Zendesk, Jira) and MS Office/Google Workspace.
Interested Apply here
