To manage and continually improve the Seller Support experience for Udaan partners to ensure that Udaan remains committed to being a trusted distribution channel for our sellers. Success in the given role will be measured through metrics that measure seller satisfaction, such as NPS and CSAT, as well as operational metrics, such as Response and Resolution times. Key Responsibilities - Manage Seller Support team at Udaan to deliver what sellers need and to continually improve seller support team's efficiency and effectiveness - Champion the seller's cause within the business setting, balancing seller needs with business requirements and presenting a compelling case for internal change and improvement - Agree priorities and standards and then manage the Seller Support team to deliver them. Focus on key metrics, such as NPS, CSAT, Resolution Times, and keep improving the same - Manage budget effectively and be able to promote requirements for additional funding where they can increase the seller experience and increase overall business performance - Ensure the right calibre of staff are recruited, and in accordance with company policy and procedures - Ensure continual upskilling in customer services through evaluation, development and training of staff - Ensure that the appropriate tools and systems are being used to the required standards and identify and promote any areas of efficiency Required Qualifications : - Over 10 years of working experience in customer support, preferably working as a Customer Support Manager for a business within a fast-paced and competitive environment. The candidate will also have vast experience in customer service research and analytical techniques - Proven and successful experience driving positive change and influencing enhanced performance in a customer support department. Deep understanding of the importance of aligning departmental targets with the business KPIs - A successful candidate will possess strong communication skills in order to effectively communicate with consumers and convey accurate and high-quality feedback to the business that will facilitate the formulation of effective approaches and strategies. Should be capable of tailoring messages for different audiences, bringing out complex concepts in a simple, unambiguous, understandable, and convincing manner - The candidate should display technological acumen, necessary to scale up the support provided to our partners in the most cost effective and efficient manner - A suitable candidate will also demonstrate a keen understanding of financial metrics inclusive of cost management, budget setting, call forecasting, and revenue generation. The candidate will also possess strong skills in data management, analysis, and processing, having an ability to translate raw consumer support data and information into actionable solutions and strategies. - Ability to think creatively and strategically, have the ability to multi-task and work comfortably under pressure, to identify issues and work to resolve them in partnership with business leaders and have an ability to operate effectively under pressure and deliver results. - This candidate will have an ability to prioritize, manage multiple projects and meet deadlines, possess strong problem-solving and decision-making skills, be self-motivated working under minimal supervision. - A suitable candidate will possess outstanding leadership skills, display an ability to inspire and motivate others, guiding them in a unified direction and taking accountability for the group's actions.

Bangalore

Udaan - Head - Seller Support 

Udaan - Head - Seller Support  ,Job Description for Udaan - Head - Seller Support  in Udaan in  Bangalore for (10-15) years of experience. Apply Now!

Job Description for Udaan - Head - Seller Support  in Udaan in  Bangalore for (10-15) years of experience. Apply Now!