Team Lead, IT​/Tech

This

Job Description (JD) is optimized for an Operations Team Leader managing an International E commerce 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
∙ Directly supervise, mentor and track the daily performance of 15–20 Seller Support agents.
∙ Ensure the team meets and exceeds daily operational targets:
Customer Satisfaction (CSAT/DSAT), First Contact Resolution (FCR), Average Handling Time (AHT) and Quality Scores.
∙ 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
∙ Serve as the Subject Matter Expert (SME) on - Seller Central policies including onboarding, cataloging, API errors and payment matching.
∙ Act as the primary escalation point for critical merchant problems, specifically regarding Account Health suspensions, listing suppress ions, Buy Box eligibility disputes and
- Fulfillment Services (WFS) errors.
∙ Perform deep-dive root cause analysis (RCA) on persistent seller complaints, translating findings into actionable process improvements.
3. Coaching, Training & Knowledge Management
∙ Deliver weekly/monthly 1-on-1 coaching sessions using transactional data to upskill bottom performers and plug process gaps.
∙ Partner with Quality Assurance (QA) to audit cases, pinpoint compliance leaks and coordinate calibration sessions.
∙ Keep the team aligned on real-time policy modifications coming from - Marketplace corporate governance.
4. Workforce Optimization & Reporting
∙ Manage shrinkage, absenteeism and schedule adherence within the team to prevent operational blind spots.
∙ Generate and present daily/weekly performance dashboards to internal management and client stakeholders during review calls.

Technical Competencies & Skillsets
∙ 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.
∙ Flexibility:
Must be comfortable working in continuous night shifts or rotational windows to maintain lockstep coverage with US business hours.