Seller Support Supervisor

Job Description

Digikala is in constant and fast evolution in order to serve millions of customers and tens of thousands of sellers seamlessly. The Seller Support team acts as the main interface between Digikala and sellers. This team is expected to address system issues, identify and implement process improvements while adhering to service level agreements for calls and tickets. In this role, the team Supervisor is accountable for creating a high-performance culture that motivates team members to demonstrate levels of ownership, accountability, and seller advocacy that enable the vision of a remarkable Seller experience. The team supervisor will provide coaching, guidance, and mentorship to drive the achievement of individual and team performance goals. Key responsibilities include: ● Has an in-depth aptitude to do root cause analysis, with a focus on specific detail and triggers of the sellers' contact reasons, and derive key tactical and strategic actions and solutions to improve seller experience. ● Identify system and process improvement opportunities, which will directly influence the seller experience. ● Other responsibilities include interviewing, training, performance management, and employee engagement. Job description: ● Own the vision and roadmap of the team, working with other stakeholders across the company to establish and develop needed requirements. ● Define structures, procedures, and processes for the team activities. ● Implement performance goals, monitor and evaluate against pre-set goals implementing action plans to resolve performance barriers as needed. ● Manage multiple high-visibility and complex cross-functional projects, resolving conflicts and assessing the impact of strategic initiatives. ● Constantly reviewing the processes in the team and updating/revising them if necessary. ● Manage performance and behavior of team members through effective 1:1 meetings, coaching, and mentorship. ● Implement performance goals, monitor and evaluate against pre-set goals implementing action plans to resolve performance barriers as needed. ● Ensure that all team members have a clear understanding of the performance and behavior criteria and how it impacts site performance and the overall Seller experience. ● Identify and reports significant volume and capacity changes, making just-in-time adjustments to ensure staffing requirements are met to achieve service levels goals. ● Liaise with other departments such as the customer center, other internal CE teams, operation team, finance team and etc. as required to resolve seller’s issues and questions.