We are seeking an Assistant Manager - E-Commerce to join our agile team in Maharashtra. This role is pivotal in ensuring the smooth operation of our e-commerce platform, focusing on inbound processes and customer service excellence. The ideal candidate will have a robust background in the BPO sector, particularly in international customer service, and will be responsible for maintaining high standards of quality and customer satisfaction.

Key Responsibilities:
Oversee the inbound customer service operations, ensuring that all interactions meet our quality standards.
Monitor key performance indicators such as CSAT (Customer Satisfaction), FCR (First Call Resolution), and AHT (Average Handling Time) to drive performance improvements.
Conduct training needs analysis (TNA) to identify skill gaps and develop training programs for team members.
Collaborate with the training team to deliver effective training sessions that enhance team capabilities.




Ensure compliance with company policies and procedures while fostering a positive work environment.
Analyze customer feedback and operational data to identify trends and implement corrective actions.

Required Skills:
Robust understanding of inbound processes and customer service best practices.
Experience in the BPO industry, particularly in an international context.
Proficiency in quality assurance metrics and methodologies.
Excellent communication and interpersonal skills, with the ability to train and mentor team members.
Analytical mindset with the ability to interpret data and make informed decisions.
Familiarity with training need analysis and development of training programs.

If you are passionate about e-commerce and customer service, and possess the skills to lead a team towards excellence, we encourage you to apply for this exciting chance.

📌 Assistant Manager E Commerce Nagpur
🏢 Conviction
📍 Nagpur