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Team Leader | BPO

Job Description

The Team Leader manages and leads a team of employees, communicates company and/or
client goals and initiatives, safety practices, and deadlines to team, motivates team members and assesses performance, provides help to management, including hiring and training, and keeps management updated on team performance, communicates concerns and policies among client, management and team members.

 

Responsibilities:

  • Lead, coach, manage and motive the team to deliver results against market share and
  • growth targets, whilst continually driving
  • year on year productivity improvements and efficiencies
  • Bringing voice of the customer in all meetings and engrain this into the whole business
  • Can do Market Research
  • Creates Optimized listings on Amazon, Walmart, Tesco, eBay Listing, etc in accordance with customer SLAs/KPIs
  • Advance Creative writing
  • Reviews storefront listings for completeness. Responds to requests for listing changes and updates.
  • Monitor, analyze, and improve marketplace performance, taking proactive steps to avoid issues when possible and quickly.
  • correct them when necessary.
  • Pricing updates
  • Can perform product lister duties and tasks
  • Reports to Operations Manager
  • Manage a number of staff not exceeding ten
  • Answers team member questions, helps with team member problems, and oversees team.
  • member work for quality and guideline compliance
  • Develops strategies to promote team member adherence to company regulations and performance goals.
  • Conducts team meetings to update members on best practices and continuing expectations
  • Generates and shares comprehensive and detailed reports about team performance,
  • mission-related objectives, and deadlines
  • Drives and maintains staff performance and prepare documented reviews and/ or coaching on a weekly, monthly and annual basis.
  • Takes charge in team’s performance evaluation, policy implementation, staff coaching and development and client relationship management.
  • Regularly participates in client and operations calls/ meetings and applicable training
  • Plans the rewards and recognition program of the account
  • Participates and drive participation of staff in company meetings, training and engagement events.
  • Assists management with hiring processes and new team member training
  • Supports manager and performs management duties when manager is absent or out of office.
  • Functions as frontline to address company’s and/ or client’s business needs

 

Qualifications.

  • Minimum of 5+ years of work experience, including retail eCommerce of Marketplace
  • experience is essential.
  • An understanding of retail e-commerce landscape, especially eBay and Amazon, including its “best practices” is essential.
  • Ability to quickly assimilate customers’ needs into business deliverables
  • Excellent track record of successfully leading customer-facing teams
  • Demonstrates a contagious can do attitude driven through collaborative
  • leadership, coaching/mentoring, critical thinking and problem solving skills.
  • Strong empathy for customers and passion for revenue and growth.
  • Candidate must possess at least a Bachelor's/College Degree in any field
  • Background and experience as a Team Leader or Supervisor position is a must
  • Virtual Assistant, Freelancer, or any related back-office work a plus
  • Must have excellent written and verbal English communication skills
  • Experience using e-commerce tools/platforms an advantage
  • Must be amenable to working in a fast-paced environment and able to meet deadlines
  • Must be customer-oriented and can communicate effectively and efficiently with foreign clients.
  • Proficient knowledge in using Microsoft Office Suite and the ability to quickly learn internal systems, processes and additional software/web-based applications. Previous Experience with MS Excel including use of formula including VLOOKUP.
  • Resourceful and comfortable with thinking out of the box.
  • Keen attention to details with the ability to work in a fast-paced environment