Meesho - Assistant Manager - Operations

About the Team:

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With almost 4 Lakh entrepreneurs aboard the Meesho app, we are all set to democratise internet commerce for everyone in India. Our primary responsibility, as the Business org, is to actively drive this mission from the frontlines.

- As an Associate Manager, you will play a huge role in driving growth across all categories. Our team holds end-to-end responsibility to launch and scale-up categories, by ensuring the right selection, competitive pricing, and conversion. Each category team has Senior Business Managers/Business Managers and a group of Assistant Business Managers, Key Account Managers, and Business Development Executives.

- Within the business team, you'll closely work with the category marketing team and other category teams. Beyond this, you will also work closely with the Product, Supplier Growth, User Growth, and Fulfillment & Experience teams.

- We focus on personal growth and fun at work just as much as we do on working hard. That is why, we have regular 1-1s, monthly outings, and timely rewards and recognitions.

About the Role:

We are seeking a proactive and results-oriented Assistant Manager to lead our Inbound Channel and CRM team. In this role, you will manage our inbound seller support operations, ensuring a high standard of service and fostering a collaborative, motivated environment. You will be responsible for managing and developing a team of support agents, streamlining processes, and enhancing seller experience and onboardig.

What you will do:

- Team Management : Oversee the recruitment, onboarding, and training of new team members. Foster a positive work environment that motivates the team to reach performance goals and maintain high morale.

- Seller Experience : Monitor and assess seller interactions to identify opportunities for improvement. Resolve complex seller issues and escalate to relevant teams as necessary.

- CRM Management : Manage the lead flow and ensure data accuracy and integrity within the CRM. Leverage CRM insights to identify trends and drive continuous improvement in seller support.

- Process Improvement : Regularly evaluate and refine inbound processes to enhance efficiency and productivity. Implement strategies to streamline workflows and reduce handling time.

- Develop and introduce new approaches to improve the overall seller experience.

- Reporting and Analytics - Generate and present detailed reports on key performance indicators (KPIs) for management. Analyze data to identify trends and growth opportunities.

- Use data-driven insights to inform decisions and support strategic initiatives.

What you will need:

- Education: Bachelors degree in Business Administration, Operations Management, or a related field preferred.

- 3+ years of experience in customer service or call center management, with proven team leadership experience.

- Strong communication, interpersonal, and decision-making skills.

- Demonstrated problem-solving abilities with a focus on customer success.

- Ability to work effectively under pressure and manage multiple priorities.

- Proficiency in CRM tools, call center software, and Microsoft Office Suite.

- If you are a forward-thinking, customer-focused leader with a passion for optimizing seller experiences, we encourage you to apply!

Note: For your candidature to be considered on this job, you need to apply necessarily on the redirected career page of the company as well.