Udaan , Lead , Contact Center , Seller Operations

  • 10-15 yrs
  • Not Disclosed

Job Description

About Udaan:Udaan is a B2B ecommerce platform that brings traders, wholesalers, distributors, retailers, and manufacturers in India on to a single platform. Our goal is to make 'doing business' easy in India & make B2B commerce convenient and efficient.Job Responsibilities:1. Should have set up contact centre operations from scratch for seller side, Ensuring partner satisfaction on each transaction (S,Sat), NPS, Improve resolution TAT , Reduce repeat tickets & Reactive flow 2. Overall responsibility of manging seller support activities at Contact centre (Voice, Chat, Email), onboarding and Vendor support desk. , Monitor operations and Performance Ownership of Quality, SLs, and efficiency related metrics., Gather & assess feedback to improve support delivery process, Ensuring delivery on both input and output metrics with approach to innovate and improve process to optimize efficiencies3. Team enablement , Improving team productivity, expediting result with reduced efforts , Timely and update to date information to each team member , Unification of platforms through automation and tech integration, Process compliance, Building synergies on cross function collaboration to expedite resolution process. , Projection and forecasting , Ensuring capacity planning and optimal utilization of workforce , Identification of training needs through performance monitoring and employee feedbackCandidate Profile:, 10 + years of overall experience, with 5+ years in managing contact centre operations. Strong knowledge of performance metrics and people management skills. , Strong ability to understand and incorporate tech solutions in everything we do, Exposure of VAS sales preferably in a hardcore sale driven function, Strong quantitative and qualitative analytical skills with strong oral and written communication skills in English, Analytical bent of mind with exposure of Lean & Kaizen principles (continual improvement), Experience with automation of processes through tech integration, Experience with vendor and technology evaluation, design of experiments, implementation of new processes and technology solutions, Proven track record of cross functional stakeholder management, Preferable qualifications , MBA, with prior exposure to start up environmentsMore About usFounded in 2016, we operate across categories including lifestyle, electronics, home and kitchen, staples, fruits and vegetables, FMCG, toys, and general merchandise. Our platform enables small manufacturers, farmers, mills, and brands to market and sell their products across the country with 100% payment security and complete transparency. While doing so, it enables small businesses such as shopkeepers, kirana, restaurants, street vendors, chemists, offices, small factories, contractors, etc. to source from a large selection of products at the best prices from all over the country through the udaan App. Our e,commerce platform has enabled logistics and provides fast, low,cost, low,wastage, highly,reliable shipping and delivery of products across India. udaan Capital, the Non,Banking Finance Company (NBFC) arm focuses on Small and Medium Enterprise (SME) financing services, provides financial products for sellers and buyers to grow their business. udaan is headquartered in Bangalore and has a network of over a million retailers across 900+ cities connected to over 20,000+ sellers.Follow us on LinkedIn to learn more about us & stay updated with what's happening at Udaan !!To become part of our growth story, visit our career website https:,,,#!, and apply to relevant opportunities that are open at the moment !!