Manager - Business Operations - eCommerce

Only Candidates From Operations Background With Minimum 3 Years Experience In Managing At Least A 30 Member Team, From The Bpo/ eCommerce Industry Need Apply

- Our client is a leading eCommerce player. They strive to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - our Client continues to grow and evolve as a world-class e-commerce platform. As an extension of this, they encourage vendors to offer products to their customers through various advertising. The moderation and operations team in Bangalore has the onus to ensure that advertising is maintained at a high standard across their websites. They work on various ad programs covering US, UK, DE, and provide 24/7 coverage for operations.

- The ideal candidate must demonstrate strong leadership and management skills, outstanding verbal and written communication skills, and a commitment to excellence. In addition, the candidate must be proficient in American English and demonstrate outstanding collaboration and professional skills.

Summary of Responsibilities :

- You will be responsible for Operations team consisting approximately 10-15 reviewers and Leads, supporting Ad Programs. You will need to work directly with the stakeholders to ensure the overall health of the processes is good.

- Duties will include ensuring that standards for productivity and quality assurance are met by your team(s), taking part in planning, organizing and directing the work of subordinates or others, outline procedures and instructions on work received, make time estimates on new jobs received, ensuring utilization of team is high, mentor and train new/existing Leads and reviewers.

Key responsibilities include :

- Set the vision, direction, and culture of the team by managing individual and team performance expectations and goals.

- People management i.e. appraisal, training and mentoring talent to grow within the organization & control attrition

- Ensures employees growth & development, set priority, drive motivation & engagement for employees

- Monitor real time service levels and schedule adherence

- Serve as a point of contact for escalated contact resolution of a supervisory nature or complex problems

- Manage and drive staffing plans, cost analysis, schedules, quality initiatives, process change initiatives, projects and other Change/Kaizen initiatives as required

- Responsible for productivity and quality of the team - provide individual coaching feedback sessions, and have weekly one-on-ones with team members to improve performance and quality

- Active participation in building the team & raising the bar in hiring process

- Work closely with stakeholders for each business to ensure that their expectations are being met & surpassed

- Work closely with the engineering teams to ensure that tools and systems are continuously enhanced

Basic Qualifications :

- Graduate/Post Graduate degree in any discipline

- 8 plus years experience with Customer service required

- MS Office Skills ( especially MS excel)

- Applicant needs to be in a direct People Management role at least for 3+ years, managed a team of at least 30

- Ability to handle complex and ambiguous scenarios

- Proven ability to manage reporting and analysis

- Demonstrated passion for delivering a positive customer experience, and maintain composure in difficult situations

- Strong interpersonal and communication skills

- Proficient in American English. Candidate must demonstrate language proficiency in all the following: verbal, writing, reading and comprehension.

- Willingness to work with sensitive issues, including but not limited to Adult Content, Religious & Philosophically sensitive issues, Alcohol, tobacco, weapons and other potentially offensive products

Preferred Qualifications :

- Experience in e-commerce industry

- Experience in hiring and managing language resources

- Six Sigma certifications if any

- Proficiency in any of these languages is desirable - German, French, Italian or Spanish