Job Title Operations Team Lead
Category BPO
Location Pune( Kharadi )
Company YUNAY CONSULTANCY SERVICES
Description This Job Description (JD) is optimized for an Operations Team Leader managing an International Ecommerce Seller/Marketplace Support process within an Indian ITES/BPO framework.

It explicitly highlights -s specific terminology (Seller Central, Account Health, Buy Box, WFS) and performance metrics.

Job Description: Team Leader – - Seller Support

Job Title: Team Leader - E-commerce Marketplace Operations (International- Process)

Location: Pune, India

Department: BPO Delivery / Marketplace Client Services

Reports To: Operations Manager / Delivery Head

Shift Type: Rotational / Night Shifts (To align with US/EST business hours)

Job Purpose

The Team Leader (TL) will manage a team of 15–20 Seller Support Associates tasked with resolving backend operational, logistical and technical issues for merchants selling on the - US/Global Marketplace. You will drive performance across key metrics like First Contact Resolution (FCR) and Average Handling Time (AHT) handle complex merchant escalations and cross-functionally engage with quality and workforce management teams to ensure seamless delivery.

Key Responsibilities

1. Team Performance & SLA Management

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Directly supervise, mentor and track the daily performance of 15–20 Seller Support agents.

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Ensure the team meets and exceeds daily operational targets: Customer Satisfaction (CSAT/DSAT), First Contact Resolution (FCR), Average Handling Time (AHT) and Quality Scores.

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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

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Serve as the Subject Matter Expert (SME) on - Seller Central policies including onboarding, cataloging, API errors and payment matching.

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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.

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Perform deep-dive root cause analysis (RCA) on persistent seller complaints, translating findings into actionable process improvements.

3. Coaching, Training & Knowledge Management

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• Deliver weekly/monthly 1-on-1 coaching sessions using transactional data to upskill bottom performers and plug process gaps.

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• Partner with Quality Assurance (QA) to audit cases, pinpoint compliance leaks and coordinate calibration sessions.

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• Keep the team aligned on real-time policy modifications coming from - Marketplace corporate governance.

4. Workforce Optimization & Reporting

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• Manage shrinkage, absenteeism and schedule adherence within the team to prevent operational blind spots.

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• Generate and present daily/weekly performance dashboards to internal management and client stakeholders during review calls.

Technical Competencies & Skillsets

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• 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).

Qualifications & Experience Requirements


• Education: Bachelor’s degree in any discipline (Business Administration, Commerce or IT preferred).


• Experience:

Overall 4+ years of experience in e-commerce customer support or merchant helpdesks.
Minimum 1–2 years of active experience as a Team Leader / People Manager in an international BPO environment.

• Communication: Exceptional written and verbal English communication skills with a proven ability to confidently handle difficult conversations with international merchants.

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• Flexibility: Must be comfortable working in continuous night shifts or rotational windows to maintain lockstep coverage with US business hours.
Salary 5-7 Lacs P.A.
Last Date 2026-07-02 00:00:00
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